Ty Bsc It Mumbai University Question Paper Sem 6 C#

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[Total Marks : 100 '' No. I is compursory.Attemptanyfour frorn Question ,.: euestionNo. 2 td'i. Figurcsto theright indicatc full marks. Illustrate youranswers withrcartimcexampre andncatdiagram wherever neccssary. Writespecificpointsfor youranswers.

a.

DcfirrcCRM. Why it is inrponantfor an Organization 2

5

b.

WhoarcASP's?Discuss theirrolein brief.

s

c.

what urcthcdiffcrc.tbarric-rs to succcssful salcsForccAutonratio'..)

5

A U.

Whardo you rnearlby IVR with referd:nce of Cailcenter?

5

a,

what do you mca'by'custo,rer lifc cycrc?Irow wc can anaryzc g customer lifctinrevalue(CLV)

b.

f)i-scussData synchronizationprocessfor Sales Force Automatio'. Why a flexibleTechnologyrequiredfor it.?

g

Discussthe processof Loggingand Monitoringwith reference of cafi Center.

4

a.

lSxplai'someof coreltnctio'ality of salesForccAutornation in cletails. 8

b.

Discuss clilibrcntCIIM technology conrponcnts in dctail.

8

c.

Illustratesomeof charactedstics of e-CRlr{.

4

Discussvariousfactorsto be considcrccr f
8

a.

. k

ccrttcr.

i 8

Discuss canrpaign, planning and managemer.t with reference of EntcrpriscMarkctingAutonration(EMA).

Discusstheimportancc of Reportingtoorswith rcfererceof saresForce 4 Autornation (SfA).

5.

O.

T,

Explain various type of training requiredduring ir:rprenlentation g of CRM. b.

what is thc sigrrificancc of Kickoff mcctirrg?\\rlr'ruscdto participatcin f.lris mccting? Discuss thcirrolcin dctail. :

c. a.

Explain the processof customizationduring impre..entationof cRM. 4 Explain the processof Prototypingand propc,sal Generationwhile 8 irulllcnrcnting CIfM.

b.

*cost

of retainingord customeris arwaysressthangenerat!ng new one,'. Justilythisstate mcntwithpropcr.*ornpl..

c.

why most of ASp's advertise' 24/7r36suptimc for their customer,s.

a. b. c. d.

Writcshortnotcson lbllowingtopic: Autonrated intelligent Call routing. PowcrUscriJeta'l'est. LoyaltyandRctcntionprograrnl.brcustomer. Respclnse Managenrcnt.

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