Download JNTUA MBA 3rd Sem Supple 2015 Dec 9E00305d Customer Relationship Management Question Paper

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Code: 9E00305d

Time: 3 hours

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MBA III Semester Supplementary Examinations July 2015

CUSTOMER RELATIONSHIP MANAGEMENT

(For students admitted in 2011, 2012 and 2013 only)

Answer any FIVE questions

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All questions carry equal marks

Max Marks: 60

1. (a) Elaborate the advantages of sales force automation.
   (b) Explain the history and significance of CRM in India.
2. (a) Write a detailed note on 'Dynamics of CRM'.
   

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   (b) What precautions do you suggest in achieving customer service?
3. (a) Write an essay on 'Customer Satisfaction Index'.
   (b) What do you mean by sales force automation?
4. (a) What do you mean by market space?
   

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5. (a) What are the advantages of planning a CRM programme?
   (b) Write a comparative note on Siebel and people soft packages for CRM.
6. (a) Briefly explain major steps in CRM project.
   (b) Explain the role and significance of technology in the success of CRM.
7. (a) Discuss the importance of quality in CRM.
   

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   (b) Discuss the important bottlenecks to CRM.
8. (a) Explain the ethical issues to be followed in implementing CRM.
   (b) What are the remedy measures do you suggest in overcoming bottlenecks in CRM?

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