B.Com In Banking & Insurance (BCBI) Sem III 2012 2015 2015 Customer Relationship Management. Year Question Paper - Mumbai University | munotes

Questions asked in this paper

1. Q4 Eric MIE model is given by
   • g) State whether the following statement are True or False 5
2. Q2 Internet Banking 1s a product of E-CRM CRM is only for front office use Match the following (5) Right Customer a. Retain the mght customer not every Explain CRM & its types (8) How sin market through effectively implementation of CRM (7) Give the tor customer switching
   • B) &xplain in detail knowledge management architecture What are various customer levels of relation strategies” (8)
   • D) details benefit of CRM to an organization
3. Q4 A) Explain in details concept of MIE (Management Intelligence Enterprise) 8 marks
   • B) State the steps in implementing CRM in insurance companies 7
   • C) Explain service quality GAP model briefly )
   • D) Explain some writing strategies and processes for effective CRM in banks 7
4. Q5 , Write Short note on (any 3) 13 marks
5. Q1 Customer Loyalty
6. Q2 Customer Handling
7. Q4 Historical perspective of C RM

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