B.Com In Banking & Insurance (BCBI) Sem III 2012 2015 2015 CRM. Year 14. 1 Question Paper - Mumbai University | munotes

Questions asked in this paper

1. Q1 Answer the Following (Any three) 15 marks
   • b) Factor Responsible for the growth of CRM in recent years
   • c) CRM Programs
   • d) Web Enabled approaches to win the Market through effective implementation of
   • e) Types of CRM
2. Q2 Answer the Following (Any three) b a) Reasons of Customers switching the product of service 15 marks
   • b) Customer Loyalty
   • c) Phases for implementation of Knowledge Management
   • d) Benefits of Customer Retention
   • e) Recall Management
   • a) Explain the benefits of CRM to an organization. 8
   • b) State the various types of cost incurred in implementation of CRM. 7
   • c) State the importance of Relationship Marketing in B2B Market. 8
   • d) Explain the framework for deploying CRM in an Organization
   • a) Explain Service Quality Gap Model. 8
   • b) Outline briefly role of CRM in Banking industries. 7
   • c) Explain in details Transactional Analysis. 8
   • d) Explain four Key reasons for implementing CRM in Insurance Sector. 7

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