Answer all questions. Each question carries 15 marks. Attempt any 2sub questions from Q 1-4.

Q 1. A. What are the various components of CRM

Q 1. B. What are the barriers to good CRM

Q 1 c What are the various relationship development strategies through CRM


Q 2. A. What are the various methods to improve customer retention

Q 2. B.  What is the role of channel optimization, personalization and event based marketing in CRM

Q 2 c What is collaborative filtering and what are its types


Q 3. A. Explain the customer loyalty ladder

Q 3. B. What is the significance of knowledge management in CRM

Q 3 c Explain the relevance of 3E in CRM


Q4. A.  What are key CRM challenges and how are they overcome

Q 4. B. Explain the recent global trends in CRM

Q 4 c Explain various benefits of Mobile CRM

Q5. Starbuck is the newest kid on the block. After having a successful running in international markets, Starbucks made a grand debute in India recently. Owing to a lot of enthusiasm, the cafe had many one time walkins however the recent data shows decline in footfalls. The marketing manager seeks your help.

  1. How can CRM and sales and marketing strategies work together
  2. What are various software that can be used by Starbucks to managed CRM
  3. How can social platforms be used in CRM


Source:- Vipin Saboo Tutorials

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

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Education Qualification: BMS- N M College (University Rank Holder) PGDBM- Sydenham College M Com- College topper Mr Vipin Saboo has been associated with the following institutes as a visiting faculty Lords college, Malad Patkar College, Goregoan Saraf college, Malad Dalmia college, Malad St Andrews College, Bandra Wilson College, Grant Road Thakur college, Kandivili L N College, Kandivili N K College, Malad Dhanukar College, Vile Parle St Xaviers College, Marine Lines Shroff College, Kandivili KES College, Khar Mr.Vipin Saboo also has more than 5 years of industry expertise with corporate like CRISIL, Motilal Oswal Investment Banking and Yes Bank. Mr. Saboo has also published a text book on Logistics and Supply Chain Management for TYBMS Students.
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