Duration -2hrs .

30 min code:- Marks:-75

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Note- All questions are compulsory.

Q1. a Explain customer and technology oriented customer? 8m

b. Who is a customer? Explain wonders in customer? 7m

OR

Q1.c. What is general misunderstanding about CRM? 8m

d. What do you by CRM? Discuss 7m

Q2.a.CRM insurance implementations getting it right explain. 8m

b. Explain CRM low cost player. 7m

OR

Q2.c. Why opt for CRM insurance sector? 8m

d. What are difficulties of CRM? 7m

Q3.a.Marketing management has evolved to become a multifaceted discuss. 8m

b. Explain relationship marketing. 7m

OR

Q3.c. What is recall management? 8m

d. Explain financial and social bond of retention. 7m

Q4.a. What is cost benefit analysis to the customer? 8m

b. Write note on EPOS. 7m

OR

Q4.c.What is utility of CRM in banks. 8m

d. 360 degree view of company is the only utility of CRM in bank explain. 7m

Q5.a. Do CRM also faces challenges in implementing CRM. 8m

b. Discuss insurance gains. 7m

OR

Q5. Write short note on. Any 3. 15m

a. CRM b. Features of CTI software. c. Process of implementing CRM.

d. Service quality e. Service Gap.