GALGOTIAS INSTITUTE OF MANAGEMENT AND TECHNOLOGY

1, Knowledge Park II, Greater Noida

(SESSIONAL EXAMINATION – I0, MARCH 2015)

SUBJECT CODE-NMBA 022, CUSTOMER RELATIONSHIP MANAGEMENT

Time: 90 minutes

Marks: 30

Section A

Q.1. Write short notes on: (3*4)

a. CRM & its scope . b. Rationale of customer satisfaction.

c. Relationship ladder. d. Significance of CRM.

Section B

Q.2. Attempt any 2 questions:-  .                             (4*2)

a. Why CRM comprehension is required?

b. Discuss types of CRM with example of telecom industry.

c. What do you mean by value for customer and its importance?

Section C

Q.3. Discuss CRM cycle with reference to purchase of any two wheelers.

Or

Discuss various customer satisfaction models in brief. (10*1)