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Posted Date: 01 Mar 2012 Posted By:: priyanka kumari Member Level: Silver Points: 5 (Rs. 1)
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2010 Punjab Technical University M.B.A Paper ID [B0249] CUSTOMER RELATIONSHIP MANAGEMENT Question paper
Roll No. ......................
Total No. of Questions : 13] [Total No. of Pages : 02
Paper ID [B0249]
(Please fill this Paper ID in OMR Sheet)
MBA (MB-555) (S05) (LE) (Sem. - 4th)
CUSTOMER RELATIONSHIP MANAGEMENT
Time : 03 Hours Maximum Marks : 75
Instruction to Candidates:
1) Section - A is Compulsory.
2) Attempt any Nine questions from Section - B.
Section - A
Q1) (15 × 2 = 30)
a) Relationship Marketing.
b) Mobile Banking.
c) Strategy Vs Planning.
d) Customer Delight.
e) B2B.
f) E-Marketing.
g) B2C.
h) Publicity.
i) Customer Satisfaction.
j) Interactive Marketing.
k) ICT.
l) Direct Sales.
m) Grievances and Feed Back.
n) CRM Strategy Intent.
o) Customer Retention.
Section - B (9 × 5 = 45)
Q2) "CRM is emerging as a most important factor affecting business growth".
Explain the statement.
Q3) What are the challenges in acquiring and retaining customers?
Q4) Write a note on CRM Strategy and planning process.
Q5) Write a note on practices of CRM followed in any of the private sector banks.
Q6) What is the role of technology in CRM?
Q7) Explain the process of CRM implementation.
Q8) What is market based analysis?
Q9) What is customer learning relationship?
Q10) Differentiate between E-CRM and CRM.
Q11) What do you mean by Sales Force Automation? What are the advantages of sales force automation?
Q12) Discuss the forces that drive CRM.
Q13) Differentiate between partner Relationship Management and Customer
Relationship Management. What is the necessity of CRM? Discuss.
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