MKT 501 First Assignemnt Soultion Required 12 Apr 2012 Last date

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SEMESTER SPRING 2012
Marketing Management (MKT501)
Assignment No. 01
Due Date: April 12, 2012 Marks: 20
Assignment:
KPI’s Business:
KPI is a company started in the year of 1986. It is a leading Karachi based merchant payment Solutions
Company. The company has its offices across the nation, providing solutions to merchants and financial
institutions. Since the company has been serving the market for last 25 years, it works with a wide
variety of companies, ranging from local business enterprises, local authorities, mail order companies,
and membership organizations. The company is operating as a small dedicated team with the focus on
customer service.
The Situation:
The company is facing problems in consistently delighting the customers due to the lack of professional
approach. Company staff is unable to have access to the details of the customers due to the lack of
technology culture. On the other hand, company regularly receives hundreds of client contracts, often
different customized requests from clients, and these are tough to be handled and processed on time to
build long term customer relationships, hence loosing customers.
KPI is working in a highly competitive industry, their marketing and customer services departments are
still using traditional tools to satisfy the customers. Due to competition, customers now want to have
improved sales process, timely customer services, and to have new offers in their inbox at the earliest.
Questions:
1. Do you think that customer experience management strategy is suitable for KPI? Why or why not?
2. If KPI has decided to have customer experience management strategy then how would KPI adopt this
strategy?
Instructions:
Please read the following instructions carefully before preparing the assignment solution:
· Solution should be to the point
· Copied material will be marked zero
· Irrelevant material should be avoided
Note:
Only in the case of Assignment, 24 hours extra / grace period after the due date is
usually available to overcome uploading difficulties which may be faced by the students
on last date. This extra time should only be used to meet the emergencies and above
mentioned due dates should always be treated as final to avoid any inconvenience.
Important Instructions:
Please read the following instructions carefully before attempting the assignment solution.
Deadline:
· Make sure that you upload the solution file before the due date. No assignment
will be accepted through e-mail once the solution has been uploaded by the
instructor.
Formatting guidelines:
· Use the font style “Times New Roman”/ “Arial” and font size “12”.
· It is advised to compose your document in MS-Word 2003.
· Use black and blue font colors only.
Solution guidelines:
· Every student will work individually and has to write in the form of an analytical
assignment.
· Give the answer according to question.
· For acquiring the relevant knowledge don’t rely only on handouts but watch the
video lectures and use other reference books also.
Rules for Marking
Please note that your assignment will not be graded or graded as Zero (0) if:
· It has been submitted after due date
· The file you uploaded does not open or is corrupt
· It is in any format other than .doc (MS. Word)
It is cheated or copied from other students, internet, books, journals etc…
Important Note for those courses where calculations and graphs are
required.
· Calculate to the point where calculation is being required. NO need to write irrelevant
material or extra interpretation.
· Draw diagrams by yourself. Do NOT copy from any source. NO need to write irrelevant
material.