Exam Details
| Subject | Customer Relationship Management | |
| Paper | ||
| Exam / Course | B.Sc Fashion Merchandizing & Retail Management (BSCFMRM) | |
| Department | School of Engineering & Technology (SOET) | |
| Organization | indira gandhi national open university | |
| Position | ||
| Exam Date | June, 2016 | |
| City, State | new delhi, |
Question Paper
No. of Printed Pages: 2 1BFW-019j
B.Sc. FASmON MERCHANDISING AND
RETAn. MANAGEMENT (BSCFMRM)
Term-End Examination
001.26 June, 2016
BFW-019 CUSTOMER RELATIONSHIP
MANAGEMENT
Time: 3 hours Maximum Marks: 70
Note: Attempt any seven questions. All questions carry equal marks.
1. Explain the different types of CRM with the help of suitable examples. 10
2. Discuss the types of customers based on satisfaction level and loyalty. 10
3. What checklist should a company keep in mind before implementing CRM 10
4. How is CRM in B2B different from B2C Explain with the help of suitable examples. 10
5. Explain the risks involved in implementing CRM in business. 10
6. What should be the essentials of an effective customer care function? 10
7. What are the fundamental factors which motivate companies to adopt CRM strategies? 10
8. Explain the types of customers and their relationship styles. 10
9. Discuss the types of customers' value and also give details of characteristics of the same. 10
10. Write short notes on any two of the following: 2 x 5=10
D4 Analysis
Collaborative CRM
e-CRM
B.Sc. FASmON MERCHANDISING AND
RETAn. MANAGEMENT (BSCFMRM)
Term-End Examination
001.26 June, 2016
BFW-019 CUSTOMER RELATIONSHIP
MANAGEMENT
Time: 3 hours Maximum Marks: 70
Note: Attempt any seven questions. All questions carry equal marks.
1. Explain the different types of CRM with the help of suitable examples. 10
2. Discuss the types of customers based on satisfaction level and loyalty. 10
3. What checklist should a company keep in mind before implementing CRM 10
4. How is CRM in B2B different from B2C Explain with the help of suitable examples. 10
5. Explain the risks involved in implementing CRM in business. 10
6. What should be the essentials of an effective customer care function? 10
7. What are the fundamental factors which motivate companies to adopt CRM strategies? 10
8. Explain the types of customers and their relationship styles. 10
9. Discuss the types of customers' value and also give details of characteristics of the same. 10
10. Write short notes on any two of the following: 2 x 5=10
D4 Analysis
Collaborative CRM
e-CRM
Other Question Papers
Departments
- Centre for Corporate Education, Training & Consultancy (CCETC)
- Centre for Corporate Education, Training & Consultancy (CCETC)
- National Centre for Disability Studies (NCDS)
- School of Agriculture (SOA)
- School of Computer and Information Sciences (SOCIS)
- School of Continuing Education (SOCE)
- School of Education (SOE)
- School of Engineering & Technology (SOET)
- School of Extension and Development Studies (SOEDS)
- School of Foreign Languages (SOFL)
- School of Gender Development Studies(SOGDS)
- School of Health Science (SOHS)
- School of Humanities (SOH)
- School of Interdisciplinary and Trans-Disciplinary Studies (SOITDS)
- School of Journalism and New Media Studies (SOJNMS)
- School of Law (SOL)
- School of Management Studies (SOMS)
- School of Performing Arts and Visual Arts (SOPVA)
- School of Performing Arts and Visual Arts(SOPVA)
- School of Sciences (SOS)
- School of Social Sciences (SOSS)
- School of Social Work (SOSW)
- School of Tourism & Hospitality Service Sectoral SOMS (SOTHSM)
- School of Tourism &Hospitality Service Sectoral SOMS (SOTHSSM)
- School of Translation Studies and Training (SOTST)
- School of Vocational Education and Training (SOVET)
- Staff Training & Research in Distance Education (STRIDE)
Subjects
- Applied Science
- Business Communication-I
- Business Communication-II
- Business Economics
- Computer Science
- Consumer Behaviour
- Customer Relationship Management
- Elements of Fashion
- Financial Management
- Franchising
- Fundamentals Of Management
- Fundamentals of Retail-I
- Fundamentals of Retail-II
- Import Export Documentation
- International Retailing
- Introduction To Manufacturing Technique
- Mall Management
- Managerial Economics
- Manufacturing Technique - I
- Manufacturing Technique - Ii
- Marketing Management
- Non-Store Retailing
- Personality Development
- Principles Of Management
- Product Knowledge - I
- Product Knowledge / Material Foundation
- Product Knowledge-Ii
- Retail Banking
- Retail Communication
- Retail Merchandising-I
- Retail Merchandizing - II
- Retail Merchandizing - Iii
- Retail Operations - Ii
- Retail Operations-I
- Retail Organization - I
- Retail Organization Ii
- Retail Planning & Site Selection
- Retail Strategy
- Seles Management
- Supply Chain Management