Bachelor of Management Studies (B.M.S.) SEM V 2023 2024 Dec 2024 S ELECTIVE MARKETING CUSTOMER RELATIONSHIP MANAGEMENT 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 Customer Relationship Management is about
   • i) Acquiring the right customer i1) Instituting the best processes 111) Motivating employee’s
   • iv) acquiring customers, instituting and motivating employees
3. Q2 buying behavior is influenced by
4. Q3 is a component of CRM?
5. Q1 people ii) technology iii) information iv) all of the above
6. Q4 Calls from customers regarding their queries, problems and suggestions 5.In seller seeks to persuade the customer to purchase additional product or /and more expensive products in order to make a larger total sale
7. Q6 exists when perception> expectation
8. Q7 is acentral point in an enterprise from which all customer contacts are maintained e-mails,
9. Q8 refers to a technology that allow organization to identify the location of customers at a particular point in
10. Q9 The process of forecasting contact center workloads and then scheduling agents to handle the workload is known as
11. Q10 is a business statement that summarizes why a customer should buy a particularproduct
    • B) State whether the given statements are true or false: - (answer any 7) 7
12. Q1 Customer retention is the first step in CRM strategy cycle
13. Q2 Service quality gap indicates the difference between the service expected by customers and theservice they
14. Q3 Sales force automation involves converting manual sales activities to electronic processesthrough the use of various combinations of hardware and software applications
15. Q4 Personalization consists of tailoring a service or product to accommodate specific individualneeds
16. Q5 Customer engagement is not a customer retention strategy
17. Q6 Data reporting is a written script that has correct wordings and assist an agent in handling acontact
18. Q7 Event based marketing is also known as trigger marketing
19. Q8 Data profiling helps to plan and get qualitative information
20. Q9 Customer lifetime value(CLV) is the result of cumulative net returns received over the lifetimeof customers
    • A. What is relationship marketing management? Explain various relationship development strategies. 8
    • B. Briefly explain the different barriers in implementing effective CRM 7
    • C. Define CRM. Explain the different profitability segments 8
    • D. Write a note on service level agreement 7
    • 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 different types of data. 8
    • B. What is call routing? Explain the different types of routing techniques. 7
    • A. Describe the steps involved in implementation of CRM. 8
    • B. Discuss the objectives of CRM strategy. 7
    • C. Explain the concept of knowledge management. 8
    • D. Explain B2B and sales in CRM. 7
    • A. Explain the features of E-CRM 8
    • B. Explain the software App for Customer Service Write Short notes on the following (Answer Any 3) (15) 7
21. Q2 Social Networking and CRM
22. Q3 Levels of E-CRM
23. Q4 Ethical issues in CRM
24. Q5 Recent trends in CRM

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