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

Download JNTUA (JNTU Anantapur) MBA (Master of Business Administration) 3rd Sem Supple 2015 Dec 9E00305d Customer Relationship Management Previous Question Paper

Code: 9E00305d
MBA III Semester Supplementary Examinations July 2015
CUSTOMER RELATIONSHIP MANAGEMENT
(For students admitted in 2011, 2012 and 2013 only)

Time: 3 hours Max Marks: 60
Answer any FIVE questions
All questions carry equal marks
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1 (a) Explain the history and significance of CRM in India.
(b) Write a detailed note on ?Dynamics of CRM?.

2 (a) What precautions do you suggest in achieving customer service?
(b) Write an essay on ?Customer Satisfaction Index?.

3 (a) What do you mean by sales force automation?
(b) Elaborate the advantages of sales force automation.

4 (a) What do you mean by market space?
(b) Write a comparative note on Siebel and people soft packages for CRM.

5 (a) What are the advantages of planning a CRM programme?
(b) Briefly explain major steps in CRM project.

6 (a) Explain the role and significance of technology in the success of CRM.
(b) Discuss the important bottlenecks to CRM.

7 (a) Discuss the importance of quality in CRM.
(b) What are the fundamentals of an effective CRM system?

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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