Tuesday, May 27, 2014

Customer Relationship Management UM04CBBA07 4th Semester BBA Sardar Patel University Question Paper 2014

The following question paper refers to the "Customer Relationship Management" 4th Semester BBA question paper of Sardar Patel University. Use it for your upcoming exams for scoring high marks.

SARDAR PATEL UNIVERSITY
SYBBA (General& Honors)
SEMESTER-IV (CBCS)
Wednesday, 26 February 2014
10.30 am- 12.30 pm
SUBJECT: Customer Relationship Management
CODE: UM04CBBA07
Note: 1. Figure to the right indicates full marks.
2. All questions carry equal marks.
Total Marks: 60

Q.l (a) What is customer relationship management? Explain objectives of CRM. (06)
(b) Discuss benefits of customer relationship management. (09)
OR
Q.1 (a) Explain evolution of customer relationship management. (07)
(b) Discuss customer life cycle value with examples. (08)

Q.2 (a) Discuss in detail building blocks of CRM. (10)
(b) Write a note on strategic perspective of CRM (05)
OR
Q.2 Discuss in detail CRM strategies with examples. (15)

Q.3 Explain various types of CRM methods. (15)
OR
Q.3 (a) Explain importance of customer relationship management. (07)
(b) Discuss various types of CRM initiatives. (08)

Q.4 (a) Differentiate between CRM and E-CRM. (07)
(b) What is E-CRM? Discuss evolution of E-CRM. (08)
OR
Q.4 Discuss various with suitable examples tools of E-CRM. (15)

Duraimani

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