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)
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