Customer Relationship Management – TYBMS Question Bank 2018

CRM

Unit 1

1. What are the features and objectives of CRM
2. Explain the evolution on CRM
3. What are the benefits of CRM
4. What are the components of CRM
5. What are the barriers to good CRM
6. What are the key features of SLA in CRM
7. Explain segmentation of customers as per profitability
8. What are the various relationship development strategies through CRM

Unit 2

1. What is cross selling and upselling
2. What are the methods to improve customer retention
3. What are techniques to handle customers
4. What is the role of channel optimization, personalization and event based marketing in CRM
5. How is CRM managed at call centers
6. What is data management and what are the types of data
7. What are the types of data analysis tools
8. What is collaborative filtering and what are the types

Unit 3

1. What is customer value and how to create customer value
2. What is the company profit chain
3. What is customer satisfaction and what are the importance of the same
4. What is customer loyalty ladder
5. What are the various customer retention strategies
6. CRM strategy cycle
7. What is the significance of knowledge management in CRM
8. Bring out the relevance of 3E in CRM
9. How is CRM implemented in organization

Unit 4

1. What are the various software applications of E CRM
2. What are the various levels of ECRM
3. Social network and CRM
4. What is the relevance of social networking and CRM
5. What are the advantages of Mobile CRM
6. Self service and CRM
7. What are the recent global trends in CRM
8. What are the key CRM challenges
9. Bring out the ethical issues in CRM

For any further clarifications, please feel free to contact Prof Vipin Saboo on 9820779873