TED (15) - 4251 Reg. No.

(REVTSION Srgnature
- 2015)
DIPLOMA EXAMINATION ENGINEERING/TECHNOLOGY/ IN
MANAGEMENT/COMMERCIAL PRACTICE APRIL, 2019
-
CUSTOMER RELATIONSHIP MANAGEMENT

lline : 3 hours
(Maximum marks : 100)

PART A
-
(Maximum marks : 10)
Marks

Answer all questions in one or two sentences. Each question carries 2 marks.

l. Define Customer.

2. Define CRM.

3. State fte meaning of Data Mining.

4. Define E-CRM.

5. Define Telecommunicatiot (5 x2 = 10)

PART B
-
(Maximum marks : 30)

II Answer any five of frte following questions. Each question canies 6 marks.

1. Explain the components of CRM.

2. Dscuss Customer Life Cycle.

3, Explain the components of Enterprise Marketing Automation (EMA).

4. Describe the information requirements for effective CRM solutions.

5. Explain the concept of call cenfies.

6. Describe Interactive Voice Resporse (IVR).

7. Describe the concept of Telecommunication. (s x6 = 30)

F13l [r.r.o.
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Marks
PART * C
(Maximum mar*s : 60)
(Answer oze firll question from each unit. Each filll question carries 15 mad<s.)

UNn-l
m (a) State the needs and.objectives of CRM.
(b) Explain the components of CRM.

On

Analyse the method to improve customer interaction. l5

Urrr II
-
(a) Describe the components of Enterprise Marketing Automation (EMA).

@) Discuss about any three barriers to successful sales force automation.

On
(a) Summarise the benefits of Data Mining Operations in CRM.

(b) Determine basic steps of data mining for effective CRM.

Unrr III
-
VII (a) Classifr the different E's of E-CRM. 7

(b) Distinguish between CRM and E-CRM. 8

On

Explain ttre fimctions of computff technolory integra.tion. 15

UNtr IV
-
x Illustate the Roles, responsibilities and qualities of a receptionist. 15

On

X (a) Explain the importance of customer care.

(b) Elaborate on Nonverbal Communication.