University of Mumbai 2005 B.Sc Information Technology Customer Relationship Management -- - Question Paper
Q one is cumplosory
Solve four ques. from Q2 to Q 7
marks 100
Duration three hours
CCM/4152-05. RB-3989
CCM/4152-05. RB-3989
w (3 Hours ) [ Total Marks : 100
N.B. : (1) Q.l is compulsory. Attempt any four from Q.2 to Q.7
(2) Figures to right indicate full marks.
(3) Illustrate your answers with real time example uv neat diagram wherever necessary.
(4) Write specific points for your answers.
1. a. How can we define CRM in various ways?
b. Write any four functions of SFA in detail.
c. Write down the functionality of ASP?
d. Discuss how the kick-off meeting phase can be helpful to make the t implementation phase easy.
2. a. What are the characteristics of BAT and how it is effectively used for $
personalization and retention of customers?
b. Discuss the necessity of requirement gathering phase during the & implementation ofCRJVl.
c. How can we define e-CRM in various ways'? A-
3 a. Write in detail about the technology used writh automated intelligent call 6
routing
6
b. Compare CRM with e-CRM.
c. What are the special features of data synchronization? 6
d. Define- Opt-in and Opt-out. 2
4 a. Explain how the customer life lime value can be calculated and the 8
customer life cycle can be managed effectively?
b. Write down the advantages of vyb enablement in the call center 8
c. What are the various advantages of ASP? 4
5. a. Explain about the performance of reporting tools and write down the 8
advantages of the same in sales forecasting.
b. Explain how the response management is effectively used in E-Marketing 8 and compare the closed loop system with the traditional system.
e. Write about 1VR&ACD technology with call center.
6. Define the following
a. Segmentation with EMA 4
b. Personalization 4
c. Events 4
d. Customer life cycle management 4
e. Prototyping 4
7. a. Write in detail about the CRM technology. 5
b. Discuss the impact of power user beta testing with CRM implementation 5 and how the data can be imported.
c. Write a short note on SFA technology. 5
d. Define ASP. 5
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| Earning: Approval pending. |
