Exam Details
| Subject | customer relationship management | |
| Paper | ||
| Exam / Course | mba | |
| Department | ||
| Organization | TKR Institute Of Management & Science | |
| Position | ||
| Exam Date | June, 2017 | |
| City, State | telangana, hyderabad |
Question Paper
FACULTY OF MANAGEMENT
MBA IV Semester Examination, May/June 2017
Subject: Customer Relationship Management
Course No. 4.6.3 (Marketing)
Elective VI (Minor II Area)
Time: 3 Hours Max. Marks: 80
Note: Answer all the questions.
PART A (10x2 20 Marks)
[Short Answer Type]
1 Write short notes on following at one place only.
Define CRM
Significance of CRM
Customer Retention
CRM and Customer Loyalty
Customer centricity
Commercial tools for CRM
IT enabled CRM
Customer satisfaction
Customer Lifetime value
Customer profitability
PART B (5x12 60 Marks)
[Essay Answer Type]
Note: Answer all questions using internal choice.
2 Discuss in depth the types of CRM.
OR
Discuss CRM and relationship marketing.
3 "Customers are value maximisers and risk minimisers". Comment with examples.
OR
How will you segment the customers using Customer Lifetime Value? Explain with
examples.
4 What are the steps included in planning for CRM? Discuss.
OR
Explain the role of data warehousing and data mining in CRM.
5 Discuss sales force automation with suitable examples.
OR
Explain the role of CRM in service sector and consumer market.
6 Discuss the CRM implementing issues.
OR
How do you measure the performance of CRM? Discuss.
MBA IV Semester Examination, May/June 2017
Subject: Customer Relationship Management
Course No. 4.6.3 (Marketing)
Elective VI (Minor II Area)
Time: 3 Hours Max. Marks: 80
Note: Answer all the questions.
PART A (10x2 20 Marks)
[Short Answer Type]
1 Write short notes on following at one place only.
Define CRM
Significance of CRM
Customer Retention
CRM and Customer Loyalty
Customer centricity
Commercial tools for CRM
IT enabled CRM
Customer satisfaction
Customer Lifetime value
Customer profitability
PART B (5x12 60 Marks)
[Essay Answer Type]
Note: Answer all questions using internal choice.
2 Discuss in depth the types of CRM.
OR
Discuss CRM and relationship marketing.
3 "Customers are value maximisers and risk minimisers". Comment with examples.
OR
How will you segment the customers using Customer Lifetime Value? Explain with
examples.
4 What are the steps included in planning for CRM? Discuss.
OR
Explain the role of data warehousing and data mining in CRM.
5 Discuss sales force automation with suitable examples.
OR
Explain the role of CRM in service sector and consumer market.
6 Discuss the CRM implementing issues.
OR
How do you measure the performance of CRM? Discuss.
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