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UNIT 1 QB Final

This document contains 20 multiple choice questions in Part A and 6 long answer questions in Part B related to the topic of Customer Relationship Management. The questions assess students' understanding of key CRM concepts like the definition of CRM, the different types and approaches to CRM, how CRM helps different business functions like sales, service, marketing and production. Students are asked to explain the evolution of CRM, compare transactional and relationship approaches, justify the importance of CRM and illustrate the CRM process with a flow chart. The document provides a question bank to evaluate students' learning in the unit on the introduction to CRM.

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jawaharkumar MBA
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53 views2 pages

UNIT 1 QB Final

This document contains 20 multiple choice questions in Part A and 6 long answer questions in Part B related to the topic of Customer Relationship Management. The questions assess students' understanding of key CRM concepts like the definition of CRM, the different types and approaches to CRM, how CRM helps different business functions like sales, service, marketing and production. Students are asked to explain the evolution of CRM, compare transactional and relationship approaches, justify the importance of CRM and illustrate the CRM process with a flow chart. The document provides a question bank to evaluate students' learning in the unit on the introduction to CRM.

Uploaded by

jawaharkumar MBA
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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EXCEL ENGINEERING COLLEGE

(Autonomous)
DEPARTMENT OF MANAGEMENT STUDIES
Third Semester
21PMBFE040-CUSTOMER RELATIONSHIP MANAGEMENT
Regulations 2021
Question Bank
UNIT – 1 INTRODUCTION
PART- A
Q. No Questions Mark CO BL
s
1. Define CRM? 2 CO1 R

2. Classify the types of CRM? 2 CO1 U

3. List out the advantages of CRM? 2 CO1 R

4. Can you list out the disadvantages of CRM? 2 CO1 R


Difference Between IOT and AI in CRM.
5. 2 CO1 U
List out various approaches of CRM?
6. 2 CO1 R

8 What are all the needs for CRM? 2 CO1 R


Sketch the process of the CRM?
7. 2 CO1 C
Difference Between shareholders and stakeholders.
8. 2 CO1 U
What is meant by strategic CRM?
9. 2 CO1 R

10. What is meant by operation CRM? 2 CO1 R

11. What is meant by Analytical CRM? 2 CO1 R

12. What is meant by collaborated CRM? 2 CO1 R

13. What is meant by Data mining? 2 CO1 R

14. What is meant by customer? 2 CO1 R

15. Explain how CRM helps for forecasting? U


2 CO1
Can you list out the advantages and disadvantages of the Transaction
16. approach? 2 CO1 R

Can you list out the advantages and disadvantages of Relationship


17. Approach? 2 CO1 R

18. Justify CRM as a strategic marketing tool? 2 CO1 E


19. Difference Between shareholders and stake holders? 2 CO1 U
20. How CRM helps for Production department? U
2 CO1

PART- B
Q. No. Questions Marks CO BL
1 Describe in detail about the Evolution of CRM. 16 CO1 U
2 List and Explain about the types of CRM with real time example. 16 CO1 R
3 Justify the importance of CRM in various departments. 16 CO1 E
4 Briefly explain the process of CRM with flow chart. 16 CO1 U
5 Difference Between Transactional approach and Relationship approach. 16 CO1 U
6 Implement CRM automation in

 Sales
 Service
 Customer Handling 16 CO1 A
 Marketing.

with proper examples?

Subject In charge Course Coordinator HOD IQAC

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