Download JNTU Anantapur (Jawaharlal Nehru Technological University Anantapuramu) MBA 2017 November Third Semester (3rd Semester/1-2) Regular & Supplementary Examinations 14E00309 Customer Relationship Management Question Paper.
MBA III Semester Regular & Supplementary Examinations November/December 2017
CUSTOMER RELATIONSHIP MANAGEMENT
(For students admitted in 2014, 2015 & 2016 only)
Time: 3 hours Max. Marks: 60
PART ? A
(Answer the following: (05 X 10 = 50 Marks)
*****
1 Describes the how does the factors affecting customer Loyalty. Explain.
OR
2 How does motivates companies to adopt CRM strategies? Describe the types of CRM.
3 Why should the retention model developed for active customers be different from that or passive
customer?
OR
4 What is e-CRM? State six E?s of e-CRM.
5 How do you learn the various experience based relationship building models? Explain.
OR
6 Do you consider a call centre belonging to a company that implements a CRM strategy to be more of a
cost centre thing a profit centre?
7 How may an organization ensure that more visitor will ultimate make purchases both on-and offline?
OR
8 State five reasons, why the implementation of a campaign management system can fail. Substantiate
your answer.
9 Where will the focus within CRM lie in next several years? Explain.
OR
10 Is there a privacy on your website? Do you have a separate privacy policy? Elaborate on it.
PART ? B
(Compulsory question, 01 X 10 = 10 Marks)
11 Case Study:
Headquartered in London, the London Paris Banking Corporation (LPBC) is one of the largest
banking and financial services organization in the world. LPBC's international network comprises over
10,000 offices in 83 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle
East and Africa. LPBC?s private banking is about delivering sophisticated solutions to complex financial
problems, seeing customer?s affairs in totality and offering individual advice and tailored solutions.
The Uniform Customs and Practice for Documentary Credits (UCP) are the most successful private
rules for trade ever developed. Bankers, traders, lawyers, transporters, academics and all who deal with
letter of credit (LC) transactions worldwide, including LPBC will refer to UCP 600.Foreign banks are
likely to succeed in their niche markets and be the innovators in terms of technology introduction in the
Indian domestic market scenario.
Contd. in page 2
Page 1 of 2
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Code: 14E00309
MBA III Semester Regular & Supplementary Examinations November/December 2017
CUSTOMER RELATIONSHIP MANAGEMENT
(For students admitted in 2014, 2015 & 2016 only)
Time: 3 hours Max. Marks: 60
PART ? A
(Answer the following: (05 X 10 = 50 Marks)
*****
1 Describes the how does the factors affecting customer Loyalty. Explain.
OR
2 How does motivates companies to adopt CRM strategies? Describe the types of CRM.
3 Why should the retention model developed for active customers be different from that or passive
customer?
OR
4 What is e-CRM? State six E?s of e-CRM.
5 How do you learn the various experience based relationship building models? Explain.
OR
6 Do you consider a call centre belonging to a company that implements a CRM strategy to be more of a
cost centre thing a profit centre?
7 How may an organization ensure that more visitor will ultimate make purchases both on-and offline?
OR
8 State five reasons, why the implementation of a campaign management system can fail. Substantiate
your answer.
9 Where will the focus within CRM lie in next several years? Explain.
OR
10 Is there a privacy on your website? Do you have a separate privacy policy? Elaborate on it.
PART ? B
(Compulsory question, 01 X 10 = 10 Marks)
11 Case Study:
Headquartered in London, the London Paris Banking Corporation (LPBC) is one of the largest
banking and financial services organization in the world. LPBC's international network comprises over
10,000 offices in 83 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle
East and Africa. LPBC?s private banking is about delivering sophisticated solutions to complex financial
problems, seeing customer?s affairs in totality and offering individual advice and tailored solutions.
The Uniform Customs and Practice for Documentary Credits (UCP) are the most successful private
rules for trade ever developed. Bankers, traders, lawyers, transporters, academics and all who deal with
letter of credit (LC) transactions worldwide, including LPBC will refer to UCP 600.Foreign banks are
likely to succeed in their niche markets and be the innovators in terms of technology introduction in the
Indian domestic market scenario.
Contd. in page 2
Page 1 of 2
Code: 14E00309
The outlook for the private sector banks indeed looks to be more promising vis-?-vis other
banks. While their focused operations lower but more productive employee force etc. will stand them
good, possible acquisitions of PSU banks will definitely give them the much needed scale of
operations and access to lower cost of funds. These banks will continue to be the early technology
adopters in the industry, thus increasing their efficiencies. Also, they have been amongst the first
movers in the lucrative insurance segment. Already, banks such as ICICI Bank and HDFC Bank have
forged alliances with Prudential Life and Standard Life respectively. This is one segment that is likely
to witness a greater deal of action in the future. In the near term, the low interest rate scenario is likely
to affect the spreads of majors. This is likely to result in a greater focus on better asset-liability
management procedures. Consequently, only banks that strive hard to increase their share of fee-
based revenues are likely to do better in the future.
LPBC bank is also part of stiff competition for luring Indian customers. It has estimated
properly the growing Indian banking market and made its entry to Indian banking market at the proper
time. It opened its branches at all the major Indian cities like Mumbai, Pune, Nagpur, Kolkata, Delhi,
Hyderabad, Bangalore, Chennai etc. LPBC camp branch is a very dynamic, proactive branch since
beginning. Its presence is felt by all leading banks in Pune city which lost heavily their customer base
to LPBC in the last financial year.
Mr. Prakash Kumar ?Branch Manager LPBC bank, Camp branch, Pune, was approached by
their client Mr.Suresh Chandra with a request to open an Import LC. The LC was sanctioned by an
appropriate authority and the importer Mr. Suresh Chandra required some time to comply with the
sanction conditions like depositing of margin money etc. The importer Mr. Suresh Chandra requested
Mr.Prakash Kumar ?Branch Manager LPBC bank, Pune Camp branch that though the bank cannot
open LC until sanction terms are compiled with , the bank should send a pre-advice of LC by SWIFT
message as under:-
?Opened LC No.185/2008 on 24th April, 2008 for US$ 500000.00
Applicant: Sharmila Enterprises Pvt. Ltd.
Beneficiary: Clarisa INC, New York, USA
Covering: Titanium Plates
However, LPBC bank, camp branch Pune modified the pre-advice by incorporating the words
?Details to Follow? so that pre-advice does not become LC under UCP 600. In the absence of words
?Details to follow?, beneficiary can treat pre-advice as LC and can present documents to the bank for
negotiations and subsequent reimbursement. Although the importer Mr. Suresh Chandra was little
unhappy for modification of preadvice, Mr. Prakash Kumar the Branch Manager-LPBC bank
convinced him the importance and adhering to standard working practices under Uniform Customs
and Practices (UCP600).
Questions:
(a) Why Mr. Prakash Kumar accepted immediately first request of Mr. Suresh Chandra for opening of
Letter of Credit?
(b) What was the sanction condition for opening of Letter of Credit?
(c) What was the second request made by Mr. Suresh Chandra?
(d) What was the reason for modification of pre advice by incorporating the words ?Details to follow??
*****
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This post was last modified on 03 January 2020