Exam Details
| Subject | customer relationship management | |
| Paper | ||
| Exam / Course | mba | |
| Department | ||
| Organization | TKR Institute Of Management & Science | |
| Position | ||
| Exam Date | January, 2019 | |
| City, State | telangana, hyderabad |
Question Paper
FACULTY OF MANAGEMENT
M.B.A. I Semester (CBCS) Examination, January 2019
Subject: Customer Relationship Management
Paper Code MB 105
Open Elective II
Time: 3 Hours Max.Marks: 80
PART A (5x4 20 Marks)
[Short Answer Type]
Note: Answer all the questions in not more than one page each.
1 Benefits of CRM
2 Customer Loyalty
3 Setting CRM Objectives
4 Call Centre
5 Problems in implementing CRM
PART B (5x12 60 Marks)
[Essay Answer Type]
Note: Answer all the questions by using internal choice
in not exceeding four pages each.
6 What is CRM? Explain the significance of CRM for an organization.
OR
What are the types of CRM? How does collaborative CRM help the companies to
improve their business?
7 Explain the concepts of Customer Value and Customer Centricity.
OR
What is customer retention? Discuss briefly various strategies that organizations can
follow to retain customers.
8 What is CRM strategy? Describe Customer Strategy Grid.
OR
Explain the elements of a CRM plan.
9 What is Sales Force Automation? Describe how SFA supports sales function of a
company.
OR
Explain need and importance of implementing CRM in service sector.
10 Describe steps involved in CRM implementation.
OR
Discuss challenges faced by companies in implementing CRM.
M.B.A. I Semester (CBCS) Examination, January 2019
Subject: Customer Relationship Management
Paper Code MB 105
Open Elective II
Time: 3 Hours Max.Marks: 80
PART A (5x4 20 Marks)
[Short Answer Type]
Note: Answer all the questions in not more than one page each.
1 Benefits of CRM
2 Customer Loyalty
3 Setting CRM Objectives
4 Call Centre
5 Problems in implementing CRM
PART B (5x12 60 Marks)
[Essay Answer Type]
Note: Answer all the questions by using internal choice
in not exceeding four pages each.
6 What is CRM? Explain the significance of CRM for an organization.
OR
What are the types of CRM? How does collaborative CRM help the companies to
improve their business?
7 Explain the concepts of Customer Value and Customer Centricity.
OR
What is customer retention? Discuss briefly various strategies that organizations can
follow to retain customers.
8 What is CRM strategy? Describe Customer Strategy Grid.
OR
Explain the elements of a CRM plan.
9 What is Sales Force Automation? Describe how SFA supports sales function of a
company.
OR
Explain need and importance of implementing CRM in service sector.
10 Describe steps involved in CRM implementation.
OR
Discuss challenges faced by companies in implementing 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
- international business
- international finance (f)
- investment management (major)
- labour laws and employee relations
- leadership and change management
- management and organizational behaviour
- managerial communication
- managerial economics
- marketing engineering
- marketing management
- operations management
- operations research
- 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