Bachelor of Management Studies (B.M.S.) SEM V 2018 19 Nov 2018-19 MARKETING CUSTOMER RELATIONSHIP MGT Question Paper - Mumbai University | munotes

Questions asked in this paper

• 2) Figures to the right indicate full marks

1. Q1 (A) Multiple choice questions:(any 8) 8 marks
2. Q1 __ of CRM
   • iv) all of the above
3. Q2 Calls from customers regarding their queries ,problems and suggestions are calls
4. Q3 Offering a greater quantity for a slightly higher price isan example of
5. Q4 __ exists when perception> expectation
6. Q5 ___ is acentral point in an enterprise from which all customer contacts are maintained such as e-mails, newsletters, chats etc
7. Q6 is of recommending products or services to visitors on websites
8. Q7 The process of forecasting contact centre workloads and then scheduling agents to handle the workload is known as
9. Q8 is a business statement that summarizes why.a customer should buy a particular
10. Q9 ERP stands for
11. Q10 Company 3E measure does not include é
    • B) state whether the statements are true or false:(any 7) 7
12. Q1 Customer relationship agreement is a contract between a service provider and the end user that defines the level of service expected from the service provider
13. Q2 Personalization consists of tailoring a service or product to accommodate specific individual
14. Q3 Customer engagement is nota customer retention strategy
15. Q4 Data reporting is a written script that has correct wordings and assist an agent in handling a
16. Q5 Event based marketing is also known as trigger marketing
17. Q6 Data profiling helps to plan and get qualitative information
18. Q7 Customer lifetime value(CLV) is the result of cumulative net returns received over the lifetime of
19. Q8 Customer retention is the first step in CRM strategy cycle
20. Q9 Service quality gap indicates the difference between the service expected by customers.and the
21. Q10 Sales force automation involves converting manual sales activities to electronic processes through the use of various combinations of hardware and software applications
22. Q11
    • a) Define CRM. Explain the different profitability segments 8
    • b) Write a note on service level agreement 7
    • a) What is relationship marketing management? Explain various relationship development
    • b) Briefly explain the different barriers in implementing effective CRM. 7
23. Q11 l
    • a) Explain the different types of data
    • b) What is call routing? Explain the different types of routing techniques
    • a) Discuss the customer profitability and value modelling. 8
    • b) Explain the concepts of event based marketing and web based self service. 7
    • A) Explain the concept of knowledge management. 8
    • B) Explain B2B and sales in CRM. 7
    • C) Describe the steps involved in implementation of CRM. 8
    • D) Discuss the objectives of CRM strategy. 7
    • A) Discuss the privacy issues in CRM and the solution for the same. 8
    • B) Aakash LTD was the oldest financial service organization in Bhopal. Over the years there was rapid increase in the customer base. However it was still using traditional marketing tools like word of mouth publicity and the communication channels were not very effective .The organization was facing difficulty in maintaining customer database and managing relationships with customers Although the marketing team of the organization left no stone unturned for persuading customers by providing them huge discounts on products and services but it was not fruitful. This resulted in suggest remedial measures to rectify the situation. (7Marks)
    • C) Write short notes on (any 3) 15
24. Q1 Mobile CRM
25. Q3 Levels of E-CRM 5.social networking and CRM

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