Customer Relationship Management (CRM) Model Question Paper [Gauhati University BCom 4th Semester NEP FYUGP]

Gauhati University BCom 4th Sem. FYUGP 

Model Question Paper for 2025

Customer Relationship Management (CRM)

Full Marks: 100
Time: Three Hours
The figures in the margin indicate full marks for the questions.

1. Answer the following as directed: (1×10=10)

(a) Which of the following is not an element of CRM?

(i) Customer segmentation

(ii) Product standardization

(iii) Sales force automation

(iv) Customer interaction tracking (Choose the correct answer)

(b) Which of the following is not a component of relationship marketing?

(i) Customer retention

(ii) Customer acquisition

(iii) Inventory management

(iv) Customer satisfaction (Choose the correct answer)

(c) CRM aims to improve relationships between businesses and _______. (Fill in the blank)

(d) The process of attracting and converting new customers is called _______. (Fill in the blank)

(e) What is Customer Lifetime Value (CLV)?

(f) What does e-CRM stand for?

(g) Mention two strategies for effective customer acquisition.

(h) Define Data Mining in CRM.

(i) What is Sales Force Automation (SFA)?

(j) State one reason why businesses lose customers.

2. Very short answer-type questions: (2×5=10)

(a) Define customer interaction routes.

(b) What are the key objectives of CRM?

(c) Mention two key requisites for customer retention.

(d) What is relationship-based pricing?

(e) How does IT support CRM implementation?

(g) What are the benefits of implementing CRM in customer support?

(h) What is customer loyalty, and why is it important in CRM?

3. Answer briefly on any 6 of the following: (5×6=30)

(a) Discuss the significance of CRM in business growth.

(b) Explain the concept and benefits of Total Care Programs in CRM.

(c) How does data mining improve customer relationship management?

(d) Explain the importance of customer acquisition and retention strategies.

(e) Describe the impact of CRM on the banking sector.

(f) Mention the key advantages of e-CRM solutions.

(g) What are the major challenges in implementing CRM?

(h) Discuss the role of relationship-based pricing in customer retention.

4. What are the key strategies for building and maintaining strong customer relationships? (10)

OR

Explain various customer acquisition techniques and their importance in CRM. (10)

5. Analyze the changing patterns of e-CRM solutions and predict future trends. (10)

OR

Discuss the role of CRM in improving customer satisfaction and business performance. (10)

6. Define Sales Force Automation (SFA). Explain how it enhances sales efficiency and customer relationship management. (5+5=10)

OR

What is data warehousing? Explain its significance in CRM. (5+5=10)

7. How does Information Technology impact Customer Relationship Management? (5+5=10)

OR

Explain the importance of CRM in the hospitality and tourism industry. (5+5=10)

8. Discuss the challenges businesses face while implementing CRM and suggest solutions. (10)

OR

Analyze the concept of Customer Lifetime Value (CLV) and its impact on business strategy. (10)

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Also Read: GU BCom CRM Notes 2025 NEP FYUGP