Ty Bsc It Mumbai University Question Paper Sem 6 Crm

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(I) (2) (3)

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what are the different. Lechnology components of cRM ? component'swith suitable example.-write about rtre neJ oi'sra fi ;; organizarion.

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ASP opt-inr opt-_out Beta testing.

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reaturesor sFA technolosyand ,:xprain irs

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(a) (b) '(c)

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What are thq a{Sntages of ASp implementation ? Exptain in derair ;ffir Jiv'ro,rr funcrions of-insFA. !{hv do * hfd R"qti;il;i catnering en.su pre-impr.ementerrion of cRM and explhin its vafious stages ?

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(a)

what are the various reasons for the r.aeb-enablemen.t of a cal.L center and F,acrorsro be

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(a)

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consider;-durinr; rhe plannins phaseof

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rire rycle andexprai. howcanrre carcurare

are the difie".nt-i..tures

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EMAand exptain irs "itr,

the differen'|t step.s to be follorm,r with phase [email protected]

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Explain about the diiferent stages of cgmpaign planning .anil ltanagenent with Suitable example. How can wredefine lu"i*,e"" in various ways ?

(c)

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need eu"i'n"u" analvticir t-*TJ"

Explrin arr s^t,r'=rrr all the EII€!.

Define the following : (a) rvR (b) E-cRM (c) (dl te)

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e-restion No. I is ooruprlsoty. Anshrerany fanr from e. Nos.2 to Z. Give real timg .*"0rf1", ,h.r."., nt"r."y.

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of e_CRM?

(b) (c)

Mry do we need kick-off with -implelnentat:ionof cRMand erplain. wtroall are involved in tt..neeting *""il";-t. Exptain_in detaii tne-uario,r;-;MA'A;ronenrs. enqs. Define data slzncrrroniril.on.

(") (b)

Differentiate CRMand e{RM. Define the following-:-

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(i) crr rools .llil Reporrins (r11) personalization

(iv) segmentation. (c) Explain - CustomerinLeraction. ******t

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