University of Mumbai 2005 B.Sc Information Technology Customer Relationship Management -- - exam paper
Q one is cumplosory
Solve four ques. from Q2 to Q 7
marks 100
Duration three hours DC-6019 [Total Marks : 100
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Define CRM. Why it is important for an Organization? 5
Who are ASPs? Discuss their role in brief. . 5
What ure the different barriers to successful Sales Force Automation? ' 5
What do you mean by IVR with reference of Call center? 5
What do you mean by customer life cycle? Mow wc can analyze 8 customer lifetime value (CLV). ...
Discuss Data synchronization process for Sales Force Automation. 8 Why a flexible Technology required for it.?
Discuss the process of Logging and Monitoring with reference of Call 4 Center.
Explain some of core functionality of Sales Force Automation in details. 8 Discuss different CRM technology components in detail. g
Illustrate some of characteristics of e-CRM. ' 4
Discuss various factors to be considered for the web-cnablement of call 8 center.
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Discuss Campaign planning and managemert with reference of Enterprise Marketing Automation (EMA).
Discuss the importance of Reporting tools with reference of Sales Force 4 Automation (SFA).
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Explain various type of training required during lr.iplementation of 8 CRM. ' -
What is the significance of Kickoff meeting? Who used to participate in 8 this meeting? Discuss their role in detail.
Explain the process of customization during imp le. mentation of CRM. 4
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f Pr0,<,,yPin8 a"d PK,p0Sa' GMi" whil' 8
Cost of retaining old customer is always less than generating new one 8
Justify this statement with proper example. '
Why most of ASPs advertise' 24/7/365 uptime for their customers. 4
7. Write short notes 011 following topic:
a. Automated intelligent Call routing. 5
b. Power User Beta Test.
c. Loyalty and Retention Program for customer. 5
d. Response Management. 5
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| Earning: Approval pending. |
