Paper / Subject Code: 55008 / Customer Relationship Management
(3 Hours) [Total Marks: 100]
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N.B. (1) Question No. 1 is compulsory
(2) Answer any four questions from Question No.2 to 7
(3) All questions carry equal marks.
Q.1
(A) What is E-CRM, explain in detail characteristics of E-CRM [10]
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(B) Explain Campaign Planning & Management? [10]
Q.2
(A) Explain Data synchronization in detail. [10]
(B) Explain Architecture of PeopleSoft CRM? [10]
Q.3
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(A) Explain SFA application and its Features? [10]
(B) What modules can be included in CRM? [10]
Q.4 Write Short notes on: [20]
(A) Role of an ASP
(B) Opt-in and Opt-out method of marketing
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(C) Kick off meeting
(D) Power user beta testing
Q.5
(A) Explain in detail Different Types of CRM? [10]
(B) List out factors that can be an obstacle for CRM success to an organization? [10]
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Q.6
(A) What are the advantages of using CRM on mobile devices? [10]
(B) Explain importance of training in effective implementation of CRM? [10]
Q.7
(A) Explain in detail Computer Telephony Integration (CTI)? [10]
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(B) Explain in detail about Prototype and proposal generation. [10]
This download link is referred from the post: MU-Mumbai University MCA Last 10 Years 2010-2020 Question Papers || University of Mumbai
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