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Relationship Management(Pscm 035) (Dpsm 035) Question Paper

Relationship Management(Pscm 035) (Dpsm 035)

Course:Accounting, Finance& Investments

Institution: Kenya Methodist University question papers

Exam Year:2012

TIME: 2 HOURS
Instructions: Answer Question ONE (Compulsory) and any other TWO Questions.
Question One
Many organizations today are embracing customer relationship management as an essential management Tool.
Define what is Customer Relationship Management.
(3 Marks)
Customer satisfaction.
(2 Marks)
The various needs of every customer.
(5 Marks)
The various costs associated with loss of a customer.
(5 Marks)

Outline components of Customer Relationship Management and how they integrate with other management functions.
(10 Marks)

Discuss the various challenges organizations face in Customer Relationship Management.
(5 Marks)

Question Two
Discuss the barriers to excellent customer service.
(10 Marks)

Outline the types of customer relationship management as used by various organizations giving an example of a company or organization of your choice.
(10 Marks)

Question Three
Discuss what is customer loyalty outlining the various drivers of customer loyalty.
(10 Marks)

Outline the various emerging technologies in Customer Relationship Management.
(10 Marks)

Question Four
Building valuable team is a critical step in determining and developing Customer Relationship Management Strategies. Therefore members should be drawn from various disciplines in management. Discuss.
(10 Marks)

Discuss the FOUR types of customer complaints and the various benefits associated with complaints.
(10 Marks)

Question Five
Outline the various significant benefits associated with effective and integrated Customer Relationship Management.
(10 Marks)

Relationship marketing is a crucial tool in Customer Relationship Management. Discuss the importance of Relationship marketing and the advantages of Customer Retention.
(10 Marks)

Relationship Management(Pscm 035) (Dpsm 035) Question Paper

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