customer relationship management

TKR Institute Of Management & Science

Exam Details

Subject customer relationship management
Paper
Exam / Course mba
Department
Organization TKR Institute Of Management & Science
Position
Exam Date June, 2016
City, State telangana, hyderabad


Question Paper

FACULTY OF MANAGEMENT
M.B.A. IV-Semester Examination, May June 2016
Subject Customer Relationship Management
Course No. 4.6.3. (Marketing)
Elective Marketing
Time 3 Hours Max. Marks: 80
Note: Answer all questions.
PART A (10x2=20 Marks)
1. Write short notes on the following:
Define CRM
What factors are responsible for the growth of CRM?
What is customer centricity?
What is customer satisfaction?
What is CRM strategy?
What are the objectives of CRM?
What is sales force automation?
What do you mean by call centers?
What are the Information Technology tools in CRM?
What is the meaning of CRM metrics?
PART B (5x12=60 Marks)
Explain CRM process and also state the framework of CRM.
OR
Discuss the nature, scope, and also future trends in CRM.
How do you measure the customer satisfaction
OR
Discuss the enterprise marketing management.
Explain the steps in planning of CRM.
OR
How do you plan the desired outputs? Discuss the relevant issues while planning
the outputs.
Explain the practice of CRM in consumer markets.
OR
How do you practice CRM in service sector? Discuss.
Discuss the challenges faced in implementing CRM.
OR
What is Road map? Explain the implementation of the Road maps of CRM.


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Subjects

  • accounting for management
  • banking and insurance
  • business analytics
  • business communication
  • business intelligence
  • business law and environment
  • business process reengineering
  • business research methods
  • compensation management (hr)
  • compensation management (major)
  • consumer behaviour (major)
  • customer relationship management
  • database management systems
  • decision support systems
  • e-business
  • economic environment & policy
  • entrepreneurial development
  • financial accounting and analysis
  • financial management
  • financial risk management (f)
  • financial risk management (major)
  • financial services and systems (minor)
  • fundamentals of technology management
  • human resource management
  • i.t. applications for management
  • information technology applications for business
  • innovation management
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  • investment management (major)
  • labour laws and employee relations
  • leadership and change management
  • management and organizational behaviour
  • managerial communication
  • managerial economics
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  • operations management
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  • organization development (hr)
  • organizational development (minor)
  • performance management (major)
  • product & brand management (m)
  • product and brand management (major)
  • promotion & distribution management (m)
  • promotion and distribution management (minor)
  • research for marketing decisions
  • retail management
  • services and global marketing (minor)
  • software project management
  • startup management
  • statistics for management
  • strategic management
  • strategic management accounting (minor)
  • supply chain management
  • talent and knowledge management (minor)
  • total quality management