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Code: 9E00305d MBA - III Semester Regular & Supplementary Examinations, January/February 2013 CUSTOMER RELATIONSHIP MANAGEMENT

(For students admitted in 2009, 2010 and 2011 only)

Time: 3 hours Answer any FIVE questions All questions carry equal marks

Max Marks: 60

1 (a) (b) 2 3 (a) (b) 4 (a) (b) 5 6 7 8

Write short note: Relationship selling concept. Evaluation of CRM. The role of CRM building the customer satisfaction and loyalty. Write a short note: Complaint management. Sales force automation. Write short note on: Components of CRM solution. Major players in CRM software market. Managing the CRM project is difficult than implementing. Explain the technological and operational issues in implementing CRM. Steps to follow selecting quality CRM package. How do you predict the future of CRM in the modern marketing scenario?