Maharashtra State Board of Technical Education 2005 B.Sc Information Technology Customer Relationship Management- Mumbai Univerisity - exam paper
Instructions
1 Question No. 1 is compulsory
2 Answer any four out of the remaining sk questions
3 Assumptions made should be clearly stated
4 Assume any suitable data whenever re qu red but justify the same.
5 Figures to the right indicate marks
6 11 lu str ate answ ers w ith sk etches w here v er re qu ited
7. Answer to questions should be grouped and written together, le all answers to sub questions of individual questions like Ql, Q2, Q3 etc should be answered one below the other
8. Use legible handwriting. Use a blue/Black ink pen to write answers. Use ofpencil should be done only to draw diagrams and graphs.
1_Write short notes - not more than 150 words each: (Any four)_20
A. Customer intelligence_
B. Customer Life Cycle_
C. The e tag prefixed to CRM_
D. Opt-in, Opt-out
E. Disadvantages of CRM with Indian contest.
_Answer the following:_20
A Explain the two dimensions to CRM - Customer-facing and company- facing._
B Differentiate between Contact Managers and CRM Applications_
_Answer the following:_20_
A In Sales Force Automation (S. F. A.) Describe the Data Synchronization process B Which, according to you, is the biggest barrier to successful SFA? Justify your _answer._
Answer the following: 20
A What are the components of Enterprise Marketing Automation (E.M.A.) engine?
_And how it is leading to a new process?_
B Compare the traditional Response Management and Closed loop feedback ofe-marketing.
_Write short notes on:_20_
A A. C D. (Automatic Call Distribution)
B I.V.R. (Interactive voice response)
C C.T.I. (Computer Telephony Integration)
Answer the following: 20
A Discuss briefly the Caveats of Implementations._
B What is Beta testing ? What are the advantages from designers point of view1?_
Answer the following: 20
A What do you understand by The Application Service Provider? What are the
_advantages and disadvantages of implementing ASP_
B Discuss these advantages with reference to small industries, medium scaled industries and large business houses.
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| Earning: Approval pending. |
