APRIL 2016 65188/KDACG

Time : Three hours Maximum : 75 marks

SECTION A — (10  1 = 10 marks)

Answer any TEN questions.

1. Who is customer?

2. Define “customer retention”.

3. What is one to one marketing?

4. What is up selling?

5. Write the meaning of customer care?

6. Give any one functions of customer service.

7. Define “Sales Force”.

8. What is sales process management?

9. Write the role of CRM in insurance Industry.

10. What is “Data analysis”.

11. What is behavioural predicting?

12. What is customer experience management?

 SECTION B — (5  5 = 25 marks)

Answer any FIVE questions.

13. Write the Importance of CRM?

14. Explain the steps involved in CRM in marketing.

15. What are the process in customer service.

16. Explain the applications of mobile in CRM.

17. Write a scope of E-CRM in business.

18. List out the applications of CRM in telecome

Industry.

19. Explain the various usage of data warehousing.

SECTION C — (4  10 = 40 marks)

Answer any FOUR questions.

20. Write the concepts of CRM and discuss the

benefits of CRM.

21. What are the significants of event based

marketing?

22. Briefly explain the part of call centre for

improving customer services.

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23. What are the factors involved in lead
management?

24. State the vital role of CRM in banking Industry.

25. Describe the recent trends in CRM in Indian

marketings.

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