B.Com In Banking & Insurance (BCBI) Sem III 2015 2016 2016 CRM.year.2015 16 Question Paper - Mumbai University | munotes

Questions asked in this paper

1. Q1 Benefit of customer retention is Increase in turnover d) Repurchasing li) the type of CRM > and “ DONT” this words are of analysis
   • a) Parent ego state b)Child ego state c) Adult ego None of the above
   • iv) MIE
   • v) Traditional
2. Q1 B) Match the following- 3 marks
   • ii) Use of Technology in CRM b) Provide best service
   • f) Marketing 0 C) State whether ‘True’ or (>)
   • i) One to one marketing based on the concept of customisation Geographic segmentation is a form of market segmentation B2B buyers are rational
   • iv) The cost of CRM solution is only about hardware cost
   • v) CRM is only fo! front office
   • a) Explain types of roaches to win the
   • b) Explain Web Enabled ApP on CVM Framew (7)
   • c) Write an explanatory note
   • d) Explain briefly CRM Cycle
   • a) What is custorier retention? Write its
   • b) Explain Customer Retention
   • c) Explain Knowledge management and
   • d) Explain the reasons for customer switching
   • a) Explain briefly PWC model of MIE (Market intelligence Enterprise)
   • b) Explain E-CRM and its features
   • c) Explain‘in detail Transactional Analysis Concept. (8
   • d) Explain Working of EPOS with its advantages. 7
3. Q5 Write Short notes on (ANY THREE) 15 marks
   • b) CRM and Banking
   • d) ECRM techniques used by Banks of India

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