Exam Details
| Subject | customer relationship management | |
| Paper | paper 4 | |
| Exam / Course | m.com. | |
| Department | ||
| Organization | rayalaseema university | |
| Position | ||
| Exam Date | February, 2018 | |
| City, State | andhra pradesh, kurnool |
Question Paper
M.Com. (Professional) DEGREE EXAMINATION, FEBRUARY 2018.
Fourth Semester
Paper IV — CUSTOMER RELATIONSHIP MANAGEMENT
(Non CBCS Old Regulation)
2 30144
Time 3 Hours Max. Marks 100
PART — A
Answer any FIVE questions.
Each question carries 8 marks. 8 40 Marks)
1. Components of CRM.
2. Objectives of Sales Force Automation (SFA).
3. Cross selling.
4. Customer value.
5. Data warehousing.
6. Challenges in sales.
7. Prototyping.
8. Proposal generation.
PART — B
Answer ALL questions.
Each question carries 15 marks. 15 60 Marks)
9. What is CRM? Explain its objectives.
Or
Elaborate the different types of CRM.
10. Discuss the different strategies and objectives of CRM.
Or
What are the various tools used with SFA technology and explain each in
detail.
11. Explain the procedure for calculating or estimating customer value.
Or
Why do you need to calculate the customer lifetime value? Explain its impact
on business improvement.
12. Give the live examples to explain sales force automation.
Or
What is Campaign Management? What are the issues involved in it?
———————
Fourth Semester
Paper IV — CUSTOMER RELATIONSHIP MANAGEMENT
(Non CBCS Old Regulation)
2 30144
Time 3 Hours Max. Marks 100
PART — A
Answer any FIVE questions.
Each question carries 8 marks. 8 40 Marks)
1. Components of CRM.
2. Objectives of Sales Force Automation (SFA).
3. Cross selling.
4. Customer value.
5. Data warehousing.
6. Challenges in sales.
7. Prototyping.
8. Proposal generation.
PART — B
Answer ALL questions.
Each question carries 15 marks. 15 60 Marks)
9. What is CRM? Explain its objectives.
Or
Elaborate the different types of CRM.
10. Discuss the different strategies and objectives of CRM.
Or
What are the various tools used with SFA technology and explain each in
detail.
11. Explain the procedure for calculating or estimating customer value.
Or
Why do you need to calculate the customer lifetime value? Explain its impact
on business improvement.
12. Give the live examples to explain sales force automation.
Or
What is Campaign Management? What are the issues involved in it?
———————
Other Question Papers
Subjects
- advanced cost and management accounting
- business communication
- business environment
- business research methodology
- computer application in business
- computer applications in business
- corporate policies and strategic management
- corporate tax planning and management
- cost and management accounting
- customer relationship management
- e-commerce
- entrepreneurship and small business mangement
- entrepreneurship development
- financial management
- financial markets and institutions
- human resource management
- insurance and risk management
- international business
- international financial management
- international marketing
- managerial economics
- marketing management
- organisational behaviour
- quantitative techniques for business decisions
- reatil management
- security analysis and portfolio management
- strategic management
- taxation