Periyar University 2009 B.B.A - Question Paper

BBA DEGREE exam APRIL/MAY 2009 SISTH SEMESTER
CUSTOMER RELATIONSHIP MANAGEMENT
PART A (10X2=20 MARKS)
ANWER TO every ques. SHALL NOT EXCEED six LINES
1. What is E-mail?
2. discuss Extranet
3. What is decision making?
4. discuss Customer Loyalty
5. Who is potential customer?
6. What is database marketing?
7. What is tele sales?
8. What is field service?
9. discuss BPO.
10. What is a call centre?

PART B 5X4-20 MARKS)

11. A. discuss the different benefits of CRM.
OR
B. How will you maintain effective CRM?
12. A. Why organisations lose their customers?
OR
B. discuss any 4 online interaction tools for customer interaction management.
13. A. discuss the application of database in marketing.
OR
B. How will you create a customer database?
14. A. discuss telesales and web based sales?
OR
B. discuss professional services management.
15. A. discuss the advantages of a call centre.
OR
B. define the technological components of a call centre.

PART C (5X12=60 MARKS)
ans ALL ques..
(Answer to every ques. shall not exceed five pages)

16. A. discuss key aspects needed for customer interaction management .
Or
B. discuss strategies for building relationship CRM
17. A. discuss customer loyalty and the kinds in detail.
OR
B. discuss the recovery of lapsed customers.
18. A. discuss the process and approaches to database marketing.
Or
B. discuss the different issues encountered while creating a database.
19. A. discuss the factors influencing customer relationship management.
Or
B. discuss the brand switching behaviour of modern customers.
20. A. discuss the scope and role of BPO.
B. Comment on emerging patterns in BPo and call centres in India.

Earning:   Approval pending.