Exam Details
| Subject | customer relationship management | |
| Paper | ||
| Exam / Course | mba | |
| Department | ||
| Organization | TKR Institute Of Management & Science | |
| Position | ||
| Exam Date | June, 2018 | |
| City, State | telangana, hyderabad |
Question Paper
FACULTY OF MANAGEMENT
M.B.A. I Semester (CBCS) Examination, May June 2018
Subject Customer Relationship Management
Paper MB 105
Generic Elective II
Time 3 hours Max. Marks 80
PART A x 4 20 Marks)
(Short Answer Type)
1 Types of CRM
2 Customer Loyalty
3 Customer Strategy Grid
4 CRM in Manufacturing sector
5 IT tools in CRM
PART B x 12 60 Marks)
(Essay Answer Type)
6 What do you understand by CRM? Briefly write about various advantages of
CRM.
OR
What are the recent trends with regard to CRM in India?
7 Explain in detail about customer retention strategies.
OR
Outline the measurements available to identify customer satisfaction.
8 Examine the process involved in CRM strategy development.
OR
What is meant by CRM plan? What are the elements involved in it?
9 Evaluate the need and importance of CRM in service sector.
OR
What is a consumer market? Is there any need for CRM practices in
Consumer Market? Give reasons.
10 What are the problems involved in implementation of CRM practices?
OR
Examine the process involved in measuring CRM performance.
M.B.A. I Semester (CBCS) Examination, May June 2018
Subject Customer Relationship Management
Paper MB 105
Generic Elective II
Time 3 hours Max. Marks 80
PART A x 4 20 Marks)
(Short Answer Type)
1 Types of CRM
2 Customer Loyalty
3 Customer Strategy Grid
4 CRM in Manufacturing sector
5 IT tools in CRM
PART B x 12 60 Marks)
(Essay Answer Type)
6 What do you understand by CRM? Briefly write about various advantages of
CRM.
OR
What are the recent trends with regard to CRM in India?
7 Explain in detail about customer retention strategies.
OR
Outline the measurements available to identify customer satisfaction.
8 Examine the process involved in CRM strategy development.
OR
What is meant by CRM plan? What are the elements involved in it?
9 Evaluate the need and importance of CRM in service sector.
OR
What is a consumer market? Is there any need for CRM practices in
Consumer Market? Give reasons.
10 What are the problems involved in implementation of CRM practices?
OR
Examine the process involved in measuring CRM performance.
Other Question Papers
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