Wa0029.

UNIT NO I
1)Define CRM and state its Significance in Industry.
2)Explain the changing face of CRM.
3)Explain misconceptions about CRM.
4)Explain types of CRM with examples.
5)Name and explain some of the constituencies having interest in CRM.
6)List down the key aspects and importance of Customer relationship.
7)Discuss the role of CRM in improving Customer Satisfaction
8)Write short note on different types of Prospecting
9)What are the operational CRM tools that help in Customer Acquisition?
10)”CRM is implemented in many different Commercial Situations” ,Justify the statement giving
examples.
11)Explain IDIC Model of CRM
12)Explain Value chain Model of CRM.
13)Enlist the key components that define relationship Quality in CRM
14)Explain the role of CRM in improving Customer Satisfaction
15)Mention the benefit of Loyal Customers to Company
16)Explain any 5 Relationship Management theories in CRM
17)Explain Key Performance indicators of Customer Acquisition Programmes
18)Write short note on Customer retention and explain how they help in improving Company
Economy.
19)Enlist some Key performance indicators of Customer Retention programmes.
20)Explain the process of Modelling customer perceived value
21)Explain how Customization helps in building relationships
22)Enlist Key principles of Service Marketing
23)Define TQM ,explain how it can be integrated with CRM
24)Explain key elements of Relationship Management in CRM
25)Explain CRM`s influence on Customer Experience

26)How CRM Software Applications influence Customer Experience?
27)Explain QCI Model of CRM
28)Write short note on Customer Life time Value
29)Explain Customer Portfolio management and state its benefits
UNIT NO II
1)Define Customer Portfolio Management and enlist its Key Components
2)What are the key Components of Market Segmentation?
3)Write short note on Activity based Costing
4)”Activity based Costing helps in identifying costs in various Customer Segments”,Justify the
statement giving examples.
5)Write short note on Data Mining
6)Explain with diagram Bivariate CPM Model
7)Explain Fiocca`s CPM Model
8)Explain Trivariate CPM Model
9)Write short note on SWOT Analysis
10)Explain PESTEL/PESTE Analysis
11)Explain with diagram BCG Matrix
12)Explain classes of Strategically Significant Customers
13)Enlist and explain Seven Core Customer Management Strategies
14)Discuss the benefits of Marketing Automation.
15)State and explain any five functionality offered by Marketing Automation Software
16)Write short note on Customer and Market Segmentation
17)Write short note on SEO
18)Explain the role of loyalty management in CRM
19)Write short note on internet and event marketing
20)Enlist and explain key features of Sales force Management
21)Define Service automation and state its benefits in industry

22)Explain the considerations of customer service in service automation
23)Enlist and explain examples of service automation
24)Explain any 5 functionality offered by service automation Software
25)How product life cycle management helps marketers to manage lifecycle stages effectively?
UNIT NO III
1)Explain the process of building customer related database
2)Explain some common types of data stored in CRM systems
3)Explain structured and unstructured data with examples
4)Write short note on data integration
5)Define Data Warehousing and explain its basic characteristics
6)Explain some key areas where analytics is applied in CRM Strategy
7)Define data analytics and explain its key components
8)Explain some common techniques used in Big data analytics
9)What are different ways of generating Analytical Insights?
10)Explain key aspects of analytics of structured data
11)Define data mining and explain its procedure
12)Explain role of AI in Analytical CRM
13)Explain role of ML in Analytical CRM
14)Explain role of DL in Analytical CRM
15)Explain with diagram CRM Project design and planning process
16)Explain steps of implementing Customer strategy
17)Explain how foundations of CRM project can be build
18)Write short note on partner selection
19)Explain the process of project implementation
20)Any case study considering following points
a)Introduction
b)Operations
c)Challenge
d)Solutions
e)Results

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UNIT NO I

1)Define CRM and state its Significance in Industry.

2)Explain the changing face of CRM.

3)Explain misconceptions about CRM.

4)Explain types of CRM with examples.

5)Name and explain some of the constituencies having interest in CRM.

6)List down the key aspects and importance of Customer relationship.

7)Discuss the role of CRM in improving Customer Satisfaction

8)Write short note on different types of Prospecting

11)Explain IDIC Model of CRM

12)Explain Value chain Model of CRM.

13)Enlist the key components that define relationship Quality in CRM

14)Explain the role of CRM in improving Customer Satisfaction

15)Mention the benefit of Loyal Customers to Company

16)Explain any 5 Relationship Management theories in CRM

17)Explain Key Performance indicators of Customer Acquisition Programmes

19)Enlist some Key performance indicators of Customer Retention programmes.

20)Explain the process of Modelling customer perceived value

21)Explain how Customization helps in building relationships

22)Enlist Key principles of Service Marketing

23)Define TQM ,explain how it can be integrated with CRM

24)Explain key elements of Relationship Management in CRM

25)Explain CRM`s influence on Customer Experience

27)Explain QCI Model of CRM

28)Write short note on Customer Life time Value

29)Explain Customer Portfolio management and state its benefits

1)Define Customer Portfolio Management and enlist its Key Components

2)What are the key Components of Market Segmentation?

3)Write short note on Activity based Costing

5)Write short note on Data Mining

6)Explain with diagram Bivariate CPM Model

7)Explain Fiocca`s CPM Model

8)Explain Trivariate CPM Model

9)Write short note on SWOT Analysis

10)Explain PESTEL/PESTE Analysis

11)Explain with diagram BCG Matrix

12)Explain classes of Strategically Significant Customers

13)Enlist and explain Seven Core Customer Management Strategies

14)Discuss the benefits of Marketing Automation.

16)Write short note on Customer and Market Segmentation

17)Write short note on SEO

18)Explain the role of loyalty management in CRM

19)Write short note on internet and event marketing

20)Enlist and explain key features of Sales force Management

21)Define Service automation and state its benefits in industry

23)Enlist and explain examples of service automation

24)Explain any 5 functionality offered by service automation Software

2)Explain some common types of data stored in CRM systems

3)Explain structured and unstructured data with examples

4)Write short note on data integration

5)Define Data Warehousing and explain its basic characteristics

6)Explain some key areas where analytics is applied in CRM Strategy

7)Define data analytics and explain its key components

8)Explain some common techniques used in Big data analytics

9)What are different ways of generating Analytical Insights?

10)Explain key aspects of analytics of structured data

11)Define data mining and explain its procedure

12)Explain role of AI in Analytical CRM