Download Mumbai University (MU) MCA 2019 May 4th Sem 55008 Customer Relationship Management Question Paper

Download MU-(University of Mumbai or University of Bombay) MCA (Master of Computer Application) 2019 May 4th Sem 55008 Customer Relationship Management Previous Question Paper

97055B49C1701790
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(3 Hours) [Total Marks: 100]

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]
(B) Explain Campaign Planning & Management? [10]

Q.2 (A) Explain Data synchronization in detail. [10]
(B) Explain Architecture of PeopleSoft CRM? [10]

Q.3 (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
(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]

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]
(B) Explain in detail about Prototype and proposal generation. [10]
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Paper / Subject Code: 55008 / Customer Relationship Management
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