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Posted Date: 17 May 2020 Posted By:: Jannane.M Member Level: Silver Points: 3 (₹ 2)
2018 Bharathidasan University M.Com Commerce Bharthidhasan University, Customer Relationship Management,M.com, Fourth semester, April 2018. Question paper
Are you looking for the old question papers from Bharthidhasan University of Customer Relationship Management? Here is the previous year question paper from Bharthidhasan University. This is the original question paper of M.com, Customer Relation Management, Fourth semester exam conducted in April 2018. Feel free to download the question paper from here and use it to prepare for your upcoming exams.
(For candidates admitted from 2016- 2017 onwards)
M.com DEGREE EXAMINATION,APRIL 2018.
Commerce - elective
Customer Relationship Management
SECTION A - (10×2=20)
Answer ALL questions
1. What do you mean by evaluation?
2. Write any two negative signals to retention.
3. Write down the basic skills required for marketing directors.
4. Point out the key responsibility of a campaign manager.
5. What is data mining?
6. What is Customer acquisition?
7. Who are integrated professionals?
8. What do you mean by secured leadership?
9. What are the basic stages in companies?
10. Make a note on SFA.
SECTION B - (5×5=25)
Answer ALL questions,either choosing (a) or (b)
11.(a) What are the basic strategies for building a relationship?
(b) Explain the various stages of customer retention.
12.(a) State the benefits of CRM.
(b) Explain in the procedure involved in process selection.
13.(a) Write a short note on CRM architecture.
(b) Explain the tools of e- CRM.
14.(a) How will you choose a right CRM Solution?
(b) Write a short note on implementation of CRM package
15. (a) How does CRIVI differ from e-CRM?
(b) Explain customer service and support application.
SECTION C - (3×10=30)
Answer any Three questions
16. Discuss the 'Myth of customer satisfaction'.
17. Explain 4 C's of CRM process.
18. How will you select data mining technologies? Explain
19. Explain the framework for successful CRM.
20. Enumerate the modules in CRM.
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