Tribhuvan University
Bachelor of Business Studies
Year 4 · TU Board 2081
Course Title: Customer Relationship Management
Full Marks: 100Pass Marks: 35Time: 3 hrs
Candidates are required to give their answers in their own words as far as practicable. The figures in the margin indicate full marks.
Group A
Brief Answer Questions(10 × 2 = 20)
- 1.2
Point out the types of customer relationship management.
- 2.2
Enlist the importance of building customer loyalty in marketing.
- 3.2
Make clear the concept of behavioral components of loyalty.
- 4.2
What are the reasons for measuring customer satisfaction?
- 5.2
Point out the costs of poor service and poor quality.
- 6.2
Give the meaning of marketing intelligence system.
- 7.2
What is customer life cycle?
- 8.2
Enlist the components of a data warehouse.
- 9.2
Point out the reasons for lost customers.
- 10.2
What are the potential problems in implementing CRM in Nepal?
GROUP: B | Descriptive Answer Questions | 5 × 10 = 50
— The End —