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 | December, 2015 | |
| City, State | new delhi, |
Question Paper
00018
No. of Printed Pages: 2 IBFW-OI9I
B.Sc. FASHION MERCHANDISING AND
RETAIL MANAGEMENT (BSCFMRM)
Term-End Examination
December, 2015
BFW-019 CUSTOMER RELATIONSHIP
MANAGEMENT
Time: 3 hours Maximum Marks: 70
Note: Attempt any seven questions. All questions carry equal marks.
1. Explain the key principles of relationship management in detail, with suitable examples.
2. Discuss the fundamental factors of CRM which motivate the company to adopt CRM strategies.
3. Explain the risks involved in implementing CRM in an organization.
4. Explain briefly the essential features of an effective customer care function.
5. Describe the different types of customers based on satisfaction level and loyalty.
6. Is CRM in B2B different from B2C? Justify your answer.
7. Discuss the relative advantages and disadvantages of knowledge economy age and experience economy age.
8. Write short notes on any two of the following:
Collaborative Filtering
SRM
Data Mining
No. of Printed Pages: 2 IBFW-OI9I
B.Sc. FASHION MERCHANDISING AND
RETAIL MANAGEMENT (BSCFMRM)
Term-End Examination
December, 2015
BFW-019 CUSTOMER RELATIONSHIP
MANAGEMENT
Time: 3 hours Maximum Marks: 70
Note: Attempt any seven questions. All questions carry equal marks.
1. Explain the key principles of relationship management in detail, with suitable examples.
2. Discuss the fundamental factors of CRM which motivate the company to adopt CRM strategies.
3. Explain the risks involved in implementing CRM in an organization.
4. Explain briefly the essential features of an effective customer care function.
5. Describe the different types of customers based on satisfaction level and loyalty.
6. Is CRM in B2B different from B2C? Justify your answer.
7. Discuss the relative advantages and disadvantages of knowledge economy age and experience economy age.
8. Write short notes on any two of the following:
Collaborative Filtering
SRM
Data Mining
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