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CRM Concepts for Business Students

The document outlines the questions that will be asked on a 50-mark exam about Customer Relationship Management. It includes questions about relationships, customer types, database attributes, networks, and organizational roles as they relate to strategic, operational, analytical and collaborative CRM. Specifically, it asks students to define relationship quality, discuss new vs existing customers, customer value and how to increase it, desirable database attributes, data integration and warehousing, business networks, and strategic CRM goals and organizational roles.

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Rubina Mansoori
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123 views1 page

CRM Concepts for Business Students

The document outlines the questions that will be asked on a 50-mark exam about Customer Relationship Management. It includes questions about relationships, customer types, database attributes, networks, and organizational roles as they relate to strategic, operational, analytical and collaborative CRM. Specifically, it asks students to define relationship quality, discuss new vs existing customers, customer value and how to increase it, desirable database attributes, data integration and warehousing, business networks, and strategic CRM goals and organizational roles.

Uploaded by

Rubina Mansoori
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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312MKT: Customer Relationship Management

Total Marks: 50 Marks

Q1.What is a relationship? Explain the term Relationship Quality. Discuss in brief Strategic
CRM, Operational CRM, Analytical CRM, Collaborative CRM.

Q2. What is a new customer? What is Customization. Elaborate the term Customer Value. How
Customer value can be increased?

Q3.Discuss what is Desirable Database Attributes. Explain in brief Data Integration and Data
Warehousing.

Q4. What is a Network? Explain in detail Business Networks and CRM.

Q5. Discuss in detail the Organizational roles and CRM. What are the strategic goals of CRM,

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