/Please write your Exam Roll No.) Exam Roll No.
END TERM EXAMINATION
SIXTH TRIMESTER |MBA (WEEKEND) |JULY-2010
Paper Code: MS(WE) 604 Subject: Customer Relationship Management
Time:3 Hours Maximum Marks:60
Note: Atempt any five questions. All questions carry 12 marks each.
Q1. (a) What is the need for CRM to any business organization? Suggest a
suitable CRM Model for a service organization into Airline Business?
(b) What are the various strategies that can be used by organizations to buld
relationship and maintain sustainable relationship?
Q2. (a) How Customer ACquisition is different from Customer Retention? Why
should any organization need to opt for customer retention? DiscUss.
(b) What are the stages of Retention in the Customer Life Cycle? What are
the unique features of a customer retention centered organization?
Q3. Write notes on:
(a) Loyal Customer Ladder
(b) Key e CRM features
Q4. (a) What do youunderstand by CRM Architecture in sales application? What
are the process components of a typical arcthitecture for a CRM system?
(b) What are the benefits of CRM Architecture in sales productivity?
Q5. (a) What are the four C's (elements) of CRM process? Give a brief
explanation of these factors.
(b) Discuss in brief CRM Process for marketing organization by focusing on
the key responsibility of some functional heads.
Q6. What are the Call Centers? What are their features and functionalities? How
CRM is practiced by organizations using computer Telephony Integration
Technology (CTI)? What are the Advantages of typical call centre reporting in
CRM.
Q7. Discuss the five phases of CRM projects? What are Btest and Data import; Train
and Retrain, Roll - Qut and Systems Hand - Off and other phases of
implementation of CRM.
Q8. Write notes on:
(a) The Data Mining Process used in CRM, and business applications of Data
Mining.
(b) Customer Loyalty and the types.
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your Exam Roll No.) Exam Roll No.
se
END TERM EXAMINATION
CuIRD SEMESTER MBA(WEEKEND)] JANUARY 2014
Code:.MS/B&J215 Subfect: Retalling & CRM in Banking
3Kours
Maximum Marks :60
Attemptany flve questlons. All questions carry equal marks.
various challenges and opportunities ahead in the Indian Banking sector. Elaborate
the
forthe Indian banks in detail.
tsllenges
Indian customer's perception for successfully providing EBanking services in
ethe Elaborate any
Banks. Develop an E CRM model mentioning various I.T. products.
lodianindetail.
foducts
havebeing growing in
Banks
popularity andcost benefits of Self Service Counters are
o epersonalized touch that a branch promises still makes the channel of choice among
teThe need for customer delight as
datethe statement w.r.t. latest KYCguidelines and the
comforttto human intervention.
inal
t'k an information banking term for
methodologies, software, internet capabilities that helps
integration between all applications and
nanage CRM in an organised way. Discuss Banking products and categorize
t af solutionsw.r.t. Retail Banking. List any 10Retail
0nlinevs. ofiline.
prevailing in management circles. Identification
SOledge management is one of the buzzwords
knowledge discovery. Comment on KM and
al Success Factors is the most tacit factor in
in the Indian banks with suitable examples.
bity, knowledge dissemination and transferability
Arnte short notes on:
t4 out of 6)
Banking. Explain Order Nisi.
Garnishee Order vs. Attachment Order in CRM and
Elaborate salient features.
Difference between hypothecation, pledge and mortgage.
:Customer retention and steps to avoid defection in Banking.
depository and their obligations.
IData Mining and need for storage in Indian Banks. Elaborate
banks and old - generation banks -
t Diferentiate between new generation private sector
pricing of products
various relationship
Principles of Customer Relationship Management in Banks. Explain the
building strategies.
yyour Exam Roll No.) Exam Roll No.
Please wrlte
END TERM EXAMINATION
THIRD SEMESTER MBA (SEM))DECEMBER 2013
Paper Code: SE-217 Subject: Customer Relationshlp
Management
TYne:3 Hours Maximum Marks: 60
Note: Attempt any six questions. All questlons carry equal marks.
eat is CRM? To implement CRM in business, what are initial CRM
Q! nsiderations to implement it in the business? Discuss with suitable
examples.
What stages are involved in CRM implementation in the organization?
Q2 niscuss them in brief for its technical implermentation. What types of
nrebarations need to be undertaken? Discuss.
What can be the various levels of Sales and Services in CRM depending
03 on the importance of CRM to an organization? Discuss their different
Sales and Services profile by giving suitable examples.
Why there is a need to classify the customer into different Categories at
04 the timne to CRM implementation. How customer Service and Sales profile
differ with respect to a particular customer in CRM implementation?
Discuss by giving various examples.
What are various pre-order Customer support issues in CRM
05
implemnentation? Discuss them in brief.
CRM
06 What are various point of order customer support issues involved in
Architecture? How the organization can ensure a smooth ordering
process to a customer? Give an example to illustrate your answer.
How can
What are various types of post order customer support in CRM?
they be managed to give a customer pleasant feeling?
08 Write short notes on:
(a Search Engine Optimization Techniques.
(b) Profiling tools for Capturing Customer Information.
wrlte your Exam Roll No.)
Please Exam Roll No.
END TERM EXAMINATION
THIRD SEMESTER (MBA (SE)] DECEMBER 2015
Paper Code: SE-217
Subject: Customer Relationship Management
Time: 3 Hours Maximum Marks: 60
Note: Attempt any five questions. All question carry equal marks.
Q1. Define CRM? What considerations are involved to make CRM as a part of
one's business strategy? Illustrate with examples.
02 What steps are involved in technical implementation of CRM? Discuss
these steps to ensure that CRM works effectively and efficiently.
03 How CRM practiced by any organization changes with customer
services/ sales profile of any organization? How shape of customer
services offered and sales Profile of any organization can change CRM
practiced by an organization? Give examples to support your answer.
Q4 How can a business Capture Customer Information as a part of CRM?
What can be the different profiling tools available? To what use this
customer information can be put to in CRM? Discuss with examples.
Q5 How Inventory integration can be clubbed with order tracking as a part
of Pre-Order Customer support issues? What are the benefits of
managing these issues in CRM process? Discuss with examples.
Q6 Writes notes on:
(a) How to create online visibility via search engines in CRM process?
(b) What tools can be used to provide real time access to product
information as a part of CRM support?
Q7 What can be the different options that can be provided to customers in
CRM to place orders? What are other point of order issues and are
managed in CRM process? Discuss in brief.
08 Once the order stands shifted tocustomer how long-term relationship is
maintained with the customer in CRM process? Discuss various
relationship building strategies as a part off CRM.
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your Exam Roll No.)
Pease
write Exam Roll No.
END TERM EXAMINATION
THIRD SEMESTER MBA(sEM)]) DECEMBER 2014
PaperCode SE-217 Subject: Customer Relationship Management
Nime:3 Hours Maximum Marks: 60
Note:
·Attempt any five questions including 0no. 1 which is compulsory.
on the
Write notes CRM? following:- (4x5=20)
What is What are the stages involved in it?
lal
(b) What can be the categories in which "Customers" can be Categorised?
(c) Differentiate Relationship Marketing and Conventional Marketing.
Cell Centers in CRM.
(d)Role
Discuss the Importance of CRM in a Software Company. What are the
02 Initial Consideration involved in practicing CRM in such a firm? Bring
tthe areas of CRM Implementation. (10)
m'hat Levels of Customer Services are provided in CRM? How these
03 Services varies as per the type of Organisation and business processes of
the Organisation. lustrate your answer with suitable example. (10)
04
What are the pre-order Customer support issues involved in CRM? Bring
Out the importance of real time access of product
information and
imnplemented in
Inventory Integration in this regards. What issues are
CRM. Give examples. (10)
05 Discuss how to ensure smooth ordering process in CRM
Implementation. What can be the Customer issues involved at the stage
be taken care of in CRM
of placing order and how these issues can
Implementation. Give Suitable examples. (10)
Tracking issues are of
06 In International business, why shipping and Order
taken care of in case of a
importance in CRM. How these issues can be
good CRM System. (10)
in post order stage? Discuss
07 What Customer support issues are involved can be used to ensure
measures that
these issue and bring out the key
(10)
full customer support at the post order stage.
Organisation tO capture customer
08 What measures can be taken by an warehoused and later
information. How the Information captured can becustomers profiles and
on data mined to get useful
information about
Systems. Give Suitable
requirements to create on effective CRM
(10)
examples.
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