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Xaviers Institute of Business Management Studies

Customer Relationship Management

Note: Attempt any ten questions. All questions carry equal marks.

Maximum Marks: 80+20 Paper Presentation

Instructions:

Answer all questions as per the given instructions.
Support your answers with relevant advertising theories, frameworks, and real-world

examples.

Clarity, depth of analysis, and logical reasoning will be given additional weightage.

Note: Each Question carries 20 marks. Kindly answer any 5 questions.

Define Customer Relationship Management & What Are the Different Factors That Influence Buying Behaviour?

Answer:
Customer Relationship Management (CRM) is a strategic approach to managing a company’s interactions with current and potential customers. It involves using data analysis about customers’ history to improve business relationships, enhance customer retention, and drive sales growth. CRM systems help companies stay connected to customers, streamline

Discuss Consumer Purchase Decision Process Giving One Real-Time Example.

Answer:
The consumer purchase decision process consists of five stages that guide a buyer from recognizing a need to post-purchase evaluation. The stages are:

Problem Recognition: The consumer realizes a need or problem (e.g., phone battery dying quickly).
Information Search: They look for solutions (reviews, brand websites, asking friends).
Evaluation of Alternatives: Different

State the Importance of Customer Relationship Building. State the Different Levels of Relationship Marketing & Tools Used to Develop Strong Customer Bondage.

Answer:
Importance of Customer Relationship Building:

Increases Customer Retention: Long-term customers are more profitable and cost less to serve.
Enhances Brand Loyalty: Emotional connections create repeat purchases and reduce price sensitivity.
Boosts Word-of-Mouth Marketing:

What Do You Mean by Customer Interaction Management? Discuss the Routes & Factors Influencing CIM.

Answer:
Customer Interaction Management (CIM) refers to the handling and optimization of a company’s interactions with its customers across various channels, including calls, emails, social media, and live chat. It focuses on delivering a seamless, personalized, and positive customer experience at every touchpoint.

Routes (Channels) of CIM:

What Do You Mean by a Loyal Customer & Discuss Loyal Customer Ladder?

Answer:
A loyal customer is someone who consistently prefers and purchases from a particular brand or company over competitors. They exhibit repeat buying behavior and are often willing to advocate for the brand, showing trust and emotional connection.

Loyal Customer Ladder (Loyalty Ladder

Please write a short note on Customer Life Cycle.
Please write a short note on Disadvantages of CRM with Indian context.
Explain the two dimensions to CRM – Customer facing and Company facing.