1) Section - A is Compulsory. 2) Attempt any Nine questions from Section - B. Section - A Quote an example of Customer life time value. b) Explain CRM in B2C markets. Define consumer. How can CRM be measured. What is Customer equity? Define CRM planning. What is Sales force automation? — Who are external customers. ‘Why is consumer considered as aking. f Give the various types of customers. ok) Name the various CRM woos ; om What is CRM strategy i i 1) How can castors be sequited_ Give the dete classification of CRM micasuremeats i en Explain the techniques used for application of CRM. | 8) Discuss the detailed process of sales fore automation? 09). Briefly explain the structure of CRM? /- Q10) Explain CRM concept. Also discuss its relation with au) — SWOT analysis of CRM in detail? Also quote exa Q12) Why is customer considered to be a king? 13) What are the various approaches to CRM.