Customer Relationship Management, Question Paper Download for B.Sc. Fashion Merchandising and Retail Management, Previous years Examination.

 B.Sc. Fashion Merchandising and Retail Management (BSC FMRM)
Bfw-019: Customer Relationship Management

Time: 3 hours Maximum Marks: 70

Note: Attempt any seven questions. All questions carry equal marks.

1. Explain the key principles of relationship management in detail, with suitable examples.

2. Discuss the fundamental factors of CRM which the company to adopt CRM motivate strategies.

3. Explain the risks involved in implementing CRM in an organization.

4. Explain briefly the essential features of an effective customer care function.

5. Describe the different types of customers based on satisfaction level and loyalty.

6. Is CRM in B2B different from B2C? Justify your answer.

7. Discuss the relative advantages and disadvantages of the knowledge economy age and experience economy age.

8. Write short notes on any two of the following:

(a) Collaborative Filtering

(b) SRM

(c) Data Mining