Sem End Paper CUSTOMER RELATIONSHIP MANAGEMENT (CAE-307A)

 

Indira Gandhi National Tribal University

Indian Culinary Institute 

BBA in Culinary Arts

 (2020-21)

  Semester End Examinations, Jan 2021

SEMESTER- III 

CUSTOMER RELATIONSHIP MANAGEMENT (CAE-307A)

Max Marks: 60                                                           Time: 03 Hours

PART - A

Q1. Write short notes on:   (3x5 = 15 Marks)

          a)  Data Migration

b)  Data customization

c)  Role of technology in CRM

d)  Exploratory phase 

e)   Loyalty Programs 

f)  Exploratory analysis

g)  Search engine optimization

h)  Social media marketing

   PART – B

(6x5 = 30 Marks)

Q2. What are the different components of CRM, Describe? 

OR

    What do you understand by CRM system customization?

                                                 

Q3. How data in CRM acts as an asset, Justify? 

                                               OR

       What do you understand by ‘Multichannel’ and its benefits?

Q4. Describe relationship policy according to different relationship phase with customer.  

OR

       What do understand by customer segment, describe various types of customer segment?

          

Q5. What is data mining and its technique?  

            OR

       Discuss the ways to expand the size of customer database

   Q6. What is traffic building, discuss various ways to build the traffic online?

                       OR

          Explain the role of ‘Internet &Website’ CRM.

PART- C

                    (15X1 = 15 Marks)

   Q7. Describe the benefits and factors that affect the success of CRM in an organization.

                       OR

       Explain call centre, its type and role of Human recourses management in the call centre