Sikkim-Manipal University of Health Medical and Technological Sciences (SMUHMTS) 2009 B.Com IS- BM0027 –CUSTOMER RELATIONSHIP MANAGEMENT-Assignments fall session - Question Paper

ASSIGNMENTS

Subject code – BM0026
Book ID-B0226
(4 credits)
Set 1
Marks 60

subject name- CUSTOMER RELATIONSHIP MANAGEMENT


Note: every ques. carries 10 marks.

1. describe customer relationship management & what the various factors that influence buying behavior are

2. explain consumer purchase decision process giving 1 real time example

3. State the importance of customer relationship building. State the various levels of relationship marketing & tools used to develop strong customer bondage

4. What do you mean by customer interaction management? explain the routes & factors influencing CIM

5. provide the importance customer resentation and various stages of retentation in customer life cycle.

6. What do you mean by a loyal customer & explain loyal customer ladder
















Subject code – BM0026
Book ID-B0226
(4 credits)
Set 2
Marks 60

subject name- CUSTOMER RELATIONSHIP MANAGEMENT


Note: every ques. carries 10 marks.

1. explain the role of call center in CRM prospector. Brief the features & functionalities of call center

2. explain importance, Myths & process of data mining.

3. describe e-CRM & write short notes on sun “e” of e-CRM

4. explain the presence & market potential of e-CRM in Indian scenario

5. Briefly explain the subsequent
a. The new CRM cycle
b. CRM Integrating process
6. explain briefly the strategies for building relationships with customers

Earning:   Approval pending.