B.Com In Banking & Insurance (BCBI) Sem III 2016 2017 Sep 2017 CRM Question Paper - Mumbai University | munotes

Questions asked in this paper

1. Q1 State True or False 1, Marketing focus is on customer retention emphasis of CRM was on sales force automations 5 marks
2. Q3 Loyalty matrix is given by Walker. 7 marks
3. Q4 Bank of India was build up in Nineteenth Century
4. Q5 Berry and Parasuraman developed 5 level of retention strategies
5. Q1 C Match The Columns 5 marks
   • a) Explain Types of CRM
   • b) a note on Web Enabled approaches to win the market
   • c) Explain Customer value management Cycle
   • d) Write a Note on Past, Present and Future of CRM
6. Q3 Explain Customer retention management and benefits
   • b) Write anote on Customer handling levels of Retention Strategy
   • d) Write a note on loyalty Matrix
   • a) Explain Service Quality gap 7
   • b) note on Mobile CRM and its Advantages. 8
   • c) Explain PWC Model of MIE. 8
   • d) Write a note on CRM Cost. 7
7. Q5 Write Short note on Any three 15 marks
   • a) Call Centres and its Types

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