Bachelor of Management Studies (B.M.S.) SEM V 2022 2023 Dec 2023 S MARKETING CUSTOMER RELATIONSHIP MANAGEMENT Question Paper - Mumbai University | munotes

Questions asked in this paper

• Figures to the right indicates maximum marks

1. Q1 A) Multiple Choice Questions (Answer Any Eight) 8 marks
   • 1. A buyer who yields revenue which exceeds by an acceptable amount of cost is called as a
   • 2.Technology, process and people are the pillars of management. (Knowledge,
   • 3.Collective handling of letters, faxes and e-mails at one location is known as a
   • 4.Customer Gap is a gap between customer expectation and . (perception,
   • 5.Order tracking, product configuration is a centred service. (customer, producer,
   • 6. are the elements of SLA. (Accountability, Performance, Remuneration, All of
   • 7. based routing routes incoming calls based on the customers location. (location,
   • 8. is the heart of selling process. (Customer delight, customer satisfaction,
   • 9.The act to changing one brand of product to other is called as . (Brand Equity,
   • 10. involves planning and organizing a service technician’s activity plan for a
2. Q1 B) State whether True or False (Attempt Any Seven) 7 marks
   • 1.Social networking helps to connect with new prospects
   • 2.Forecasting of workload and required staff is part of workforce analysis
   • 3.CVM model creates value for customers by providing superior quality products at affordable
   • 4.E-CRM provides a centralized knowledge base that handles and shares customer information
   • 5.Language is a barrier for effective implementation of global CRM
   • 7.Customer value is a function of cash flow, profitability and customer service
   • 8.The SLA should include a detailed description of various services
   • 9.Traffic analysis and e-commerce analysis are the two levels of click stream analysis
   • 10.Relationship marketing is cross-functional marketing
3. Q2 a) Explain the benefits of CRM to customers as well as organizations
   • b) Define CRM, Explain its objectives
   • c) Explain Service Level Agreement? Explain its elements?
   • d) What do you mean by CRM? Explain types of CRM?
4. Q3 What do you mean by brand switching ?Discuss the reasons for the same
   • b) Explain components of call centres
   • c) Explain Customer retention, write in detail about the need for customer retention?
   • d) Write in detail about the types of Data Analysis?
5. Q4 Explain Service Gap model
   • b) What are the objectives of CRM strategy?
   • c) Discuss the strategies to fill the service gaps
   • d) Explain CRM strategy cycle
6. Q5 a) Elaborate on the recent trends in CRM
   • b) Discuss the privacy issues in CRM and solutions for the same Short Notes ( Any 3)
   • 1. Benefits of E- CRM
   • 2. Contract Management
   • 5. Steps in Implementation of Mobile CRM

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