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P.T.O.
MAR IVANIOS COLLEGE (AUTONOMOUS)
THIRUVANANTHAPURAM
Reg. No. :.………………… Name :.…………………
Fourth Semester B.Voc. Degree Examination, June 2016
First Degree Programme under CSS
General Course X (for Tourism Hospitality Management)
AUTH461: Customer Relationship Management
Time: 3 Hours Max. Marks: 80
SECTION A
Answer ALL questions in one or two sentences.
1. Define customer.
2. Define CRM.
3. What is Data Mining
4. What is cross Sell in CRM
5. What is Win Bact?
6. List out the uses of E Commerce.
7. What is B2C commerce
8. Example for up sell.
9. What is customer relation?
10. What is prospecting?
(10 1 10 Marks)
SECTION B
Answer any EIGHT questions, not exceeding a paragraph of 50 words.
11. Discuss on the advantages and disadvantages of Cross sell in CRM.
12. Explain the importance of E Commerce.
13. What is Project Management Mention it's importance.
14. Justify the importance of CRM in developing tourism in India.
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15. Elaborate the concept of Loyalty in CRM.
16. Explain CRM Planning.
17. Discuss the choice of technology for CRM.
18. Explain the purpose of CRM.
19. Does research play a major role in CRM? Explain?
20. Give 2 examples for customer participation.
21. How do you retain a customer
22. What is Sales Prospecting
2 16 Marks)
SECTION C
Answer any SIX questions, in a page of 100 words.
23. Explain the different types of CRM.
24. Explain CRM strategy.
25. Write a note on
i). Loyalty
ii). Customer loyalty
iii). Customer Decency
26. Explain CRM and its importance in financial Services.
27. What are the major roles of managers to develop and implement CRM
28. Briefly explain the process segmentation in CRM.
29. Explain Market Intelligence Enterprise.
30. Explain Business Oriented solutions.
31. What is channel management?
4 24 Marks)
SECTION D
Answer any TWO questions, not exceeding four pages.
32. Elaborate in detail on the significance and importance of CRM in current Modern business environment.
33. Explain in detail on Evolution of customer Relationship Marketing.
34. Explain in detail on the categories of E Commerce with the examples.
35. List and explain the information required for effective CRM.
15 30 Marks)