MODEL EXAMINATION MAR' 2016

A.M.JAIN COLLEGE - SHIFT-II CENTRE CODE: 1302

MODEL EXAMINATION MAR' 2016

A.M.JAIN COLLEGE - SHIFT-II CENTRE CODE: 1302

SUBJECT: CUSTOMER RELATIONSHIP MANAGEMENT

DEGREE : B.BA
SUB. CODE: MEM6A

DURATION: 3 Hrs.
MAX. MARKS: 75
SECTION A (10x2=20)

Answer any TEN Questions. All questions carry equal marks

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.

Define communication.
Write a short note on informal channels of communication.
Define CRM.
Define the term Customer Defection.
what do you understand by Quality Circle?
What is Database?
Who are hostage customer?
What is COPRA forum?
What is Data Mining ?
Command on the term Customer Satisfaction.
What is Customers Loyalty?
What is Data Warehousing Process?
SECTION-B (5 x 5 = 25)

13.

Explain the concept of Talwar Committee report and list out its
recommendation.
List out the types of Customer and Explain in brief.
What is quality circle and list out its advantage?
List out the importance of CRM in banks.
Explain any three barriers of communications.
Discuss of the process of image building.
What are the benefits of Customer Satisfactions?

Answer any FIVE Questions. All questions carry equal marks .

14.
15.
16.
17.
18.
19.

SECTION- C (3 x 10 = 30)
Answer any THREE Questions. All questions carry equal marks .
20.
21.
22.
23.
24.

Discuss the different methods of communications.

Choose any bank and explain how they are enhancing the customer value
through value added service (VAS).
Explain the concept of Goiporia Committee report and list out its
recommendations in detailed.
Discuss the objectives of CRM.
Explain the term COPRA and list out its features.

SUBJECT: CUSTOMER RELATIONSHIP MANAGEMENT

DEGREE : B.BA
SUB. CODE: MEM6A

DURATION: 3 Hrs.
MAX. MARKS: 75
SECTION A (10x2=20)

Answer any TEN Questions. All questions carry equal marks

1.

Define communication.
2.
Write a short note on informal channels of communication.
3.
Define CRM.
4.
Define the term Customer Defection.
5.
what do you understand by Quality Circle?
6.
What is Database?
7.
Who are hostage customer?
8.
What is COPRA forum?
9.
What is Data Mining ?
10. Command on the term Customer Satisfaction.
11. What is Customers Loyalty?
12. What is Data Warehousing Process?
SECTION-B (5 x 5 = 25)

Answer any FIVE Questions. All questions carry equal marks.

13.
14.
15.
16.
17.
18.
19.

Explain the concept of Talwar Committee report and list out its
recommendation.
List out the types of Customer and Explain in brief.
What is quality circle and list out its advantage?
List out the importance of CRM in banks.
Explain any three barriers of communications.
Discuss of the process of image building.
What are the benefits of Customer Satisfactions?

SECTION- C (3 x 10 = 30)
Answer any THREE Questions. All questions carry equal marks.
Discuss the different methods of communications.
Choose any bank and explain how they are enhancing the customer value
through value added service (VAS).
22. Explain the concept of Goiporia Committee report and list out its
recommendations in detailed.
23. Discuss the objectives of CRM.
24. Explain the term COPRA and list out its features.
20.
21.