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Relationship Management (Pscm 035)  Question Paper

Relationship Management (Pscm 035)  

Course:Business Administration

Institution: Kenya Methodist University question papers

Exam Year:2012



TIME: 2 HOURS
INSTRUCTIONS:
Answer question one and any other two
Question One
Define:
Customer Relationship Management.
(2 marks)
Customer Satisfaction
(2 marks)
Customer loyalty
(2 marks)
Discuss the relationship formation process.
(8 marks)
Explain the reasons responsible for break in loyalty of a customer.

(6 marks)

Question Two
Explain the importance of a Market Research.
(10 marks)
Discuss five types of surveys conducted during market research.

(10 marks)

Question Three
Discuss the four types of customer complaints.
(8 marks)
Discuss the main functions of customer relationship management.

(12 marks)
Question Four
Explain the role of sales people as relationship developers.
(10 marks)
Discuss five types of relationships formed between the organization and the customers.
(10 marks)

Question Five
Discuss the emerging technologies in customer relationship management.
(10 marks)
Explain the Exit and Voice theory.
(10 marks)




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