Crm Question Paper

Satisfactory Essays
4 SECTION - C (2 ×20= 40)

Register Number : Name of the Candidate :

Answer any TWO questions. Each question carries TWENTY marks. 8. Define customer relationship management . Enumerate various applications of customer relationship management in service industry. 9. Explain customer relationship management process and give an elaborate framework of the same. 10. Keeping in mind the present scenario, what do you think would be the future trends in customer relationship management in the aviation sector ? 11. Distinguish between CRM and e-CRM. Explain the process of implementation of e-CRM.

5591
B.B.A. ( Aviation, Tourism and Hospitality Management ) DEGREE EXAMINATION, 2010
( SECOND YEAR ) ( PART - III ) ( PAPER - V )

230. CUSTOMER RELATIONSHIP MANAGEMENT ( Including Lateral Entry ) December ] [ Time : 3 Hours Maximum : 100 Marks SECTION - A (10 ×2 = 20)

Answer ALL questions. Each question carries TWO marks. 1. (a) What are the strategies in customer relationship management? Turn Over

2 (b) What are the functional areas Customer Relationship Management ? (c) H o w does customer of

3 SECTION - B (4 ×10= 40)

relationship

Answer any FOUR questions. Each question carries TEN marks. 2. Briefly explain the pros and cons of the technology of customer relationship management. 3. Briefly explain the values of customer relationship management with a suitable example 4. Explain the essentials of customer reference management. Illustrate your answer with examples. 5. Select a company of your choice and briefly explain the benefits of customer relationship management. 6. Select a company of your choice and write short notes on customer relationship management by Indian Firms. 7. Narrate the importance of relationship values in managing customer relationship. Turn Over

management benefit a business ? (d) What is meant by active customer relationship management ? (e) Write short note on analytical customer realtionship management. (f) Customer

You May Also Find These Documents Helpful

  • Good Essays

    Research Paper on CRM

    • 2412 Words
    • 10 Pages

    Abstract The purpose of this report is to provide an understanding about Customer Relationship Management (CRM) and the reason why it is considered as an evolutionary breakthrough in today’s business world. To add further, this covers the importance of customer relationship management with respect to customer service and loyalty which results in profitability to a company in the long run. It also explains the development of the company’s vision to increase profits with the help of technology, people…

    • 2412 Words
    • 10 Pages
    Good Essays
  • Powerful Essays

    Crm Research Paper

    • 4983 Words
    • 20 Pages

    5 Customer Knowledge 5 Questions: 5 Relationship Strategy 5 Questions: 6 Communication: 6 Questions: 6 Value Proposition: 7 Questions 7 Value Disciplines 8 Culture 9 Organizational Forms 9 Control Measurements 10 Code of Ethics 10 The value of customer knowledge 11 From a technical point of view: 11 Practical value: from the point of view of the customer 11 Practical value: from the point of view of the supplier 11 Intrinsic Quality 12 The Role of CRM Systems in the Various Organizational…

    • 4983 Words
    • 20 Pages
    Powerful Essays
  • Powerful Essays

    CRM paper - assignment

    • 1023 Words
    • 5 Pages

    CRM Assignment Flipkart Sales Campaigns of Flipkart Flipkart as a brand has built a strong association with kids in its campaigns. The TVCs feature kids in adult situations (and with adult voiceovers). The idea of using kids stemmed from the fact that no one trusts like children. It also signifies that shopping in Flipkart is very simple that even a kid can do it. The use of children is more from a brand identity perspective, not to mention they make the commercials all the more interesting…

    • 1023 Words
    • 5 Pages
    Powerful Essays
  • Good Essays

    CRM

    • 3603 Words
    • 34 Pages

    partnering with selective customers to create superior value for the company and the customer. Importance of CRM • • • • Growing de-intermediation process Growth of the services economy Emergence of TQM/ JIT/ MRP/ ERP Advent of digital technology/ complex products/ solution selling • Hyper competition • Changing customer expectation • Globalisation – global account management CRM Process CRM Formation • Purpose – Improve marketing effectiveness – Improve marketing efficiency • Programs – Continuity…

    • 3603 Words
    • 34 Pages
    Good Essays
  • Good Essays

    CRM

    • 626 Words
    • 2 Pages

    The author here cites this case as a support to influence the importance of customer relationship management's study in the present market scenario. Due to the facts of big bucks investment in this field while implementing CRM the case shows that it is becoming a rather de-motivating strategy for the companies to invest huge amounts of money in things that doesn't seem successful, analyzing the past records. Customer relationship management is an approach to managing a company's interactions with…

    • 626 Words
    • 2 Pages
    Good Essays
  • Good Essays

    Banking Crm Research Paper

    • 3300 Words
    • 14 Pages

    ISSN No-2031-5063 Vol.1,Issue.III/Sept 11pp.1-4 Research Paper Analytical study of CRM: As a strategic tool in Banking sector in Western Vidarbha with reference to Akola District Prof. Dr. G. L. Pedhiwal. HOD (Co-ordinator) Smt.L.R.T. College of Commerce, Akola. & Sanjay J.Tale M.B.A Abstract : Customer relationship management systems are being widely across various sectors and have emerged as a popular business strategy in today's competitive environment in companies. It has been…

    • 3300 Words
    • 14 Pages
    Good Essays
  • Best Essays

    Short Paper of Crm Sample

    • 2086 Words
    • 9 Pages

    . Abstract : This paper presents an overview of the CRM implementation in manufacturing industry, it attempts to show the benefits, disadvantage, strategy and challenges involved in CRM implementation in relation to the manufacturing industry. After which, a case study on CRM implementation was presented. Introduction Traditionally manufacturing industry was product centric in nature. Manufacturers, had soon realized that relying on their products to increase profitability is no longer…

    • 2086 Words
    • 9 Pages
    Best Essays
  • Good Essays

    CRM processes

    • 1817 Words
    • 9 Pages

    —Cus tomer re lationship management (CRM) has the potential for achieving succe ss and growth for organizations in the nowadays environment of extensive competition and rapid technological developmen t. CRM enables organizations to know their customers better and to build sustainable relationships with them. However, CRM is considered as buzzword and it is not understood well. The main components of CRM are people, technology, and processes. This paper provides an extensive review of the…

    • 1817 Words
    • 9 Pages
    Good Essays
  • Powerful Essays

    Crm of Vediocon

    • 5771 Words
    • 24 Pages

    CONTENTS INTRODUCTION OF VIDEOCON WBCMS VIDEOCN GENESIS CRM * Steps followed at genesis * Customer detail KPI ANALYASIS TAT REPORTS CONCLUSION INTRODUCTION— Videocon has wide range of appliances ranging from dth, refrigerator, led, ac etc. To provide customer support Videocon employs specially designed CRM software called WEBCMS. Videocon has customer support centre throughout the country to provide its services. CRM software not only to provide better services to its customer…

    • 5771 Words
    • 24 Pages
    Powerful Essays
  • Powerful Essays

    Crm and Its Affectiveness

    • 23454 Words
    • 94 Pages

    expounding the problem discussion, the research purpose and the outlined questions to elucidate the purpose will be presented. To conclude, the scope and the limitations to the dissertation will be articulated. 1.1 BACKGROUND The dawn of the 21st century has seen the growing implementation of customer relationship management (CRM) by organizations. Regardless of their size, organizations have been optimistic to employ CRM to generate and maintain the relationship with customers in a more effective…

    • 23454 Words
    • 94 Pages
    Powerful Essays