Exam Details
| Subject | elective — customer relationship management | |
| Paper | ||
| Exam / Course | b.b.a. business administration | |
| Department | ||
| Organization | alagappa university | |
| Position | ||
| Exam Date | November, 2017 | |
| City, State | tamil nadu, karaikudi |
Question Paper
B.B.A. DEGREE EXAMINATION, NOVEMBER 2017
Sixth Semester
Business Administration
Elective — CUSTOMER RELATIONSHIP MANAGEMENT
(CBCS 2014 onwards)
Time 3 Hours Maximum 75 Marks
Part A (10 x 2 20)
Answer all questions.
1. What is consumer attitude?
2. What is relationship marketing?
3. What do you mean by customer knowledge?
4. What is relationship policy?
5. What is known as data ware house?
6. Define segmentation.
7. What is campaign management?
8. What is customer Eco system?
9. What do you understand by Quality System?
10. What do you mean by direct mail?
Sub. Code
4BBAE3B
AFF-4405
2
Ws1
Part B x 5 25)
Answer all questions (Either or Types)
11. Explain the elements of CRM.
Or
Explain the importance of consumer Attitude.
12. Explain the dynamics of customer supplier
relationship.
Or
Explain the importance of customer divisibility in
CRM.
13. Explain data mining in analytical CRM.
Or
Discuss the analysis of customer relationship
technology.
14. Explain contact management.
Or
Describe value chain analysis.
15. Explain the application of direct mail in telecom
sector.
Or
Discuss the importance of call center management.
Part C x 10 30)
Answer any three questions.
16. Explain the history of CRM.
17. Discuss various CRM strategies.
AFF-4405
3
Ws1
18. Explain the evaluation criteria to be adopted for
appropriate CRM package.
19. Explain the various implementation strategies of CRM.
20. Discuss the best practices in marketing technology in
India.
————————
Sixth Semester
Business Administration
Elective — CUSTOMER RELATIONSHIP MANAGEMENT
(CBCS 2014 onwards)
Time 3 Hours Maximum 75 Marks
Part A (10 x 2 20)
Answer all questions.
1. What is consumer attitude?
2. What is relationship marketing?
3. What do you mean by customer knowledge?
4. What is relationship policy?
5. What is known as data ware house?
6. Define segmentation.
7. What is campaign management?
8. What is customer Eco system?
9. What do you understand by Quality System?
10. What do you mean by direct mail?
Sub. Code
4BBAE3B
AFF-4405
2
Ws1
Part B x 5 25)
Answer all questions (Either or Types)
11. Explain the elements of CRM.
Or
Explain the importance of consumer Attitude.
12. Explain the dynamics of customer supplier
relationship.
Or
Explain the importance of customer divisibility in
CRM.
13. Explain data mining in analytical CRM.
Or
Discuss the analysis of customer relationship
technology.
14. Explain contact management.
Or
Describe value chain analysis.
15. Explain the application of direct mail in telecom
sector.
Or
Discuss the importance of call center management.
Part C x 10 30)
Answer any three questions.
16. Explain the history of CRM.
17. Discuss various CRM strategies.
AFF-4405
3
Ws1
18. Explain the evaluation criteria to be adopted for
appropriate CRM package.
19. Explain the various implementation strategies of CRM.
20. Discuss the best practices in marketing technology in
India.
————————
Other Question Papers
Subjects
- business law
- business statistics
- computer application package
- computer applications in business
- cost accounting
- elective – insurance management
- elective – retail management
- elective — customer relationship management
- elective — rural marketing
- elective — services marketing
- elective — tourism management
- environment of business
- financial accounting
- financial management
- international marketing
- investment management
- management accounting
- marketing management
- marketing research
- operations management
- organisational behaviour
- principles of management