M.M.M. (Semester – III),301 : CUSTOMER RELATIONSHIP MANAGEMENT,2014 Question Paper,University Of Pune Question Paper

University Of Pune Question Paper
M.M.M. (Semester – III) Examination, 2014
301 : CUSTOMER RELATIONSHIP MANAGEMENT
(2013 Pattern)
Time : 2½Hours Max. Marks :
 Note : i) All questions are compulsory.
ii) Each question carries equal marks.
iii) Make necessary assumptions wherever required.
1. a) Explain the shift from transaction marketing to relationship marketing with special reference
to banking services.
OR
b) What is the process of CRM for FMCG sector ?
2. a) What are the customer defections handling and loyalty management methods could be
adopted in organized retailing ?
OR
b) Analyze the impact of CRM practices on customer life cycle for any travel company of
your choice.
3. a) Design CRM strategy for insurance sector.
OR
b) Comment on CRM implementation methods of real estate sector.
4. a) What are the types of customer metrics ? Explain the concept for online ticket booking
service.
OR
b) How ‘Recency Frequency Monetary’ Model (RFM) can be worked for ‘Chroma’ (electronic
goods dealer) ?
5. a) How can e-CRM be implemented in Direct-to-home (DTH cable) services ?
OR
b) ‘Customer privacy is at stake in CRM’. Do you agree ? Justify. What ethics should be
followed while implementing CRM ?
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