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Customer Relationship Management

This document outlines the examination structure for the B.Com. VI Semester Degree Examination in Customer Relationship Management. It includes sections with questions of varying marks, covering topics such as CRM definitions, processes, strategies, and customer satisfaction. The exam is scheduled for September/October 2024 and consists of multiple-choice and descriptive questions.

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shashidharshastri124
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95 views2 pages

Customer Relationship Management

This document outlines the examination structure for the B.Com. VI Semester Degree Examination in Customer Relationship Management. It includes sections with questions of varying marks, covering topics such as CRM definitions, processes, strategies, and customer satisfaction. The exam is scheduled for September/October 2024 and consists of multiple-choice and descriptive questions.

Uploaded by

shashidharshastri124
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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No.

of Printed Pages : 2 1 21BCOM6EM2


21BCOM6EM2
!21BCOM6EM2!

B.Com. VI Semester Degree Examination, Sept./Oct. - 2024

DSE4-M2 : Customer Relationship Management

(NEP)
Time : 2 Hours Maximum Marks : 60

SECTION - A / «¨sÁUÀ - J

Answer the following questions. Each question carries one mark. 10x1=10
F PɼV
À £À ¥À±
æ ßÉ UÀ½UÉ GvÀÛj¹j. ¥Àw
æ ¥À±
æ ßÉ UÉ MAzÀÄ CAPÀª£
À ÄÀ ß ºÉÆA¢gÀÄvÀÛz.É
1. (a) Define CRM.
CRM C£ÀÄß ªÁåSÁ夹.

(b) Expand CPA.


CPA AiÀÄ£ÀÄß «¸ÀÛj¹j.

(c) What is Customer Value ?


UÁæºPÀ À ªÀiË®å JAzÀgÃÉ £ÀÄ ?
(d) Expand LCV.
LCV AiÀÄ£ÀÄß «¸ÀÛj¹j.

(e) What is data mining ?


qÉÃmÁ ªÉÄʤAUï JAzÀgÃÉ £ÀÄ ?
(f) What is RDBMS ?
RDBMS JAzÀgÃÉ £ÀÄ ?

(g) What is Strategy ?


vÀAvÀæ JAzÀgÃÉ £ÀÄ ?
(h) What is B2B ?
B2B JAzÀgÃÉ £ÀÄ ?

(i) What is Mission ?


UÀÄj JAzÀgÃÉ £ÀÄ ?
(j) What is E-mail marketing ?
E-ªÉÄÃ¯ï ªÀiÁPÉðnAUï JAzÀgÃÉ £ÀÄ ?

!21BCOM6EM2! P.T.O.
21BCOM6EM2 2

SECTION - B / «¨sÁUÀ - ©

Answer any four of the following questions. Each question carries five marks.
F PɼV
À £À AiÀiÁªÀÅzÁzÀgÆ
À £Á®ÄÌ ¥À±
æ ßÉ UÀ½UÉ GvÀÛj¹. ¥Àw
æ ¥À±
æ ßÉ AiÀÄÄ LzÀÄ CAPÀU¼
À £
À ÄÀ ß ºÉÆA¢gÀÄvÀÛz.É
4x5=20
2. Explain the CRM Process.
CRM £À ¥ÀQ
æ A
æ iÉÄAiÀÄ£ÀÄß «ªÀj¹j.

3. Discuss the types of CRM.


CRM £À ¥ÀP
æ ÁgÀU¼
À £
À ÄÀ ß ZÀað¹.

4. Explain the customer satisfaction process.


UÁæºPÀ g
À À vÀÈ¦Û ¥ÀQæ A
æ iÉÄAiÀÄ£ÀÄß «ªÀj¹j.

5. Briefly explain the strategy framework of CRM.


CRM vÀAvÀz
æ À ZËPÀlÖ£ÄÀ ß ¸ÀAQë¥ÛÀªÁV «ªÀj¹j.

6. Write a note on mass marketing.


¸ÁªÀÄÆ»PÀ ªÀiÁPÉðnAUï §UÉÎ n¥Ààt §gɬÄj.

7. Explain the problems in implementing CRM.


CRM £À C£ÀĵÁ×£U
À Æ
É ½¸ÀĪÀ°è£À ¸ÀªÄÀ ¸ÉåUÀ¼£
À ÄÀ ß «ªÀj¹j.

SECTION - C / «¨sÁUÀ - ¹
Answer any three of the following questions. Each question carries ten marks.
F PɼV
À £À AiÀiÁªÀÅzÁzÀgÆ
À ªÀÄÆgÀÄ ¥À±
æ ßÉ UÀ½UÉ GvÀÛj¹. ¥Àw
æ ¥À±
æ ßÉ AiÀÄÄ ºÀvÀÄÛ CAPÀU¼
À £
À ÄÀ ß ºÉÆA¢gÀÄvÀÛz.É
3x10=30
8. Define CRM. Explain its benefits.
CRM ªÁåSÁ夹. CzÀgÀ ¥ÀA
æ iÉÆÃd£ÀU¼
À £
À ÄÀ ß «ªÀj¹j.

9. Critically discuss the strategies in retaining customers.


UÁæºPÀ g
À £
À ÄÀ ß G½¹PÉƼÀÄîªÀ vÀAvÀU
æ ¼
À £
À ÄÀ ß «ªÀıÁðvÀäPª
À ÁV ZÀað¹j.

10. What is plan ? Explain steps in planning for CRM.


AiÉÆÃd£É JAzÀgÃÉ £ÀÄ ? CRM AiÉÆÃd£ÉAiÀÄ°è£À ºÀAvÀU¼
À £
À ÄÀ ß «ªÀj¹j.

11. Briefly explain the benefits of CRM for manufacturing and service industry.
GvÁàz£ À É ªÀÄvÀÄÛ ¸ÉêÁ GzÀåªÀÄPÁÌV CRM £À ¥ÀA
æ iÉÆÃd£ÀU¼
À £
À ÄÀ ß ¸ÀAQë¥ÛÀªÁV «ªÀj¹j.

12. Briefly explain CRM metrics to measure the CRM success.


CRM AiÀıÀ¸ìÀ£ÄÀ ß C¼ÉAiÀÄ®Ä CRM ªÀiÁånæPïì£ÄÀ ß ¸ÀAQë¥ÛÀªÁV «ªÀj¹j.

-oOo-
!21BCOM6EM2!

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