MNM3712
ASSIGNMENT 1 SEMESTER 1 2025
UNIQUE NO.
DUE DATE: 3 APRIL 2025
, MNM3712
Assignment 1 Semester 1 2025
Unique Number:
Due Date: 3 April 2025
Customer Relationship Management
Table of Contents
Customer Retention and Satisfaction Strategies for 1st for Women, Jam and
Daisies, and Suzuki ....................................................................................................... 2
1. Introduction ............................................................................................................... 2
2. Retention Strategies for 1st for Women .................................................................. 2
3. Customer Satisfaction Strategies for Jam and Daisies ......................................... 3
(a) After-Sales Survey Questions and SERVQUAL Dimensions ......................... 3
(b) Management Action Strategies for Low Survey Scores ................................ 4
4. Customer Expectation Management for Suzuki ..................................................... 4
Five Factors Influencing Customer Expectations and Practical Strategies ...... 4
5. Conclusion ................................................................................................................. 5
6. References ................................................................................................................. 5
ASSIGNMENT 1 SEMESTER 1 2025
UNIQUE NO.
DUE DATE: 3 APRIL 2025
, MNM3712
Assignment 1 Semester 1 2025
Unique Number:
Due Date: 3 April 2025
Customer Relationship Management
Table of Contents
Customer Retention and Satisfaction Strategies for 1st for Women, Jam and
Daisies, and Suzuki ....................................................................................................... 2
1. Introduction ............................................................................................................... 2
2. Retention Strategies for 1st for Women .................................................................. 2
3. Customer Satisfaction Strategies for Jam and Daisies ......................................... 3
(a) After-Sales Survey Questions and SERVQUAL Dimensions ......................... 3
(b) Management Action Strategies for Low Survey Scores ................................ 4
4. Customer Expectation Management for Suzuki ..................................................... 4
Five Factors Influencing Customer Expectations and Practical Strategies ...... 4
5. Conclusion ................................................................................................................. 5
6. References ................................................................................................................. 5
