BBASemester 32025-26Customer Relationship ManagementBBA306
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Customer Relationship Management (BBA306) - AKTU Question Paper 2025-26

BBA · Semester 3 · Free PDF Download

This is the official AKTU Customer Relationship Management Previous Year Question Paper for BBA Semester 3, academic session 2025-26. Published by Dr. A.P.J. Abdul Kalam Technical University (AKTU/UPTU), Lucknow. Free PDF download — no login required.

Course:BBA
Semester:Semester 3
Session:2025-26
University:AKTU / UPTU

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Questions Asked in 2025-26

Customer Relationship Management (BBA306) — complete question paper · 70 marks · 3 Hours

Section AAttempt all q u e s t i o n s i n b r i e f . 2 x 0 7 = 1 4
  • a
    List two types of relationship in business context. 1
  • b
    Define customer relationship management. 1
  • c
    Name the major factors of CRM growth. 2
  • d
    List the models of customer satisfaction. 3
  • e
    Explain the variables influencing the CRM process. 4
  • f
    Name the major components of a CRM program. 4
Section BAttempt any three o f t h e f o l l o w i n g : 0 7 x 3 = 2 1
  • a
    Outline the stages of relati onship development in a business setting. 1
  • b
    Discuss the evolution and emergence of CRM practices in mode rn organizations
  • c
    Explain the rationale behind measuring customer satisfaction in organizations. 3
  • d
    Compare the historical CRM p rocess with modern CRM practices. 4
  • e
    Describe the major advantages of adopting e-CRM for organiza tions. 5
Section CAttempt any one part of the following: 07 x 1 = 07
  • a
    Discuss common challenges in business relationships and stra tegies to address these issues effectively
  • b
    Examine how effective business relationships influence marke ting strategies and customer engagement
  • a
    Explain the significance of CRM in improving customer satisf action and business performance
  • b
    Analyze how effective CRM practices contribute to long-term customer retention
  • a
    Describe the customer loyalty l adder and explain the principles supporting it. 3
  • b
    Discuss the significance of customer loyalty for business gr owth. 3
  • a
    Explain the concept of CRM comprehension and its importance for organizations
  • b
    Explain the CRM value chain and discuss how it helps in crea ting customer value
  • a
    Describe customer retention ma nagement strategies used by organizations. 5
  • b
    Discuss customer experience management and explain how CRM h elps in enhancing customer experience

Question text is extracted from the official AKTU question paper PDF above. Hindi translations are omitted — every question is printed in English in the original paper. Last verified: 2026-08-23.

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