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Question Bank For Customer Relationship Management Paper

This document contains a question bank for a Customer Relationship Management paper organized into 7 units. It includes questions on topics such as defining CRM, analytical CRM, operational CRM, customer lifecycles, eCRM features, sales force automation needs and functionality, enterprise marketing automation tools, call center functionality, implementing CRM, and application service providers. The questions range from 4 to 12 marks and cover concepts, explanations, descriptions, notes on topics, and explanations of processes.

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Vinay Singh
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5K views1 page

Question Bank For Customer Relationship Management Paper

This document contains a question bank for a Customer Relationship Management paper organized into 7 units. It includes questions on topics such as defining CRM, analytical CRM, operational CRM, customer lifecycles, eCRM features, sales force automation needs and functionality, enterprise marketing automation tools, call center functionality, implementing CRM, and application service providers. The questions range from 4 to 12 marks and cover concepts, explanations, descriptions, notes on topics, and explanations of processes.

Uploaded by

Vinay Singh
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Question Bank for Customer Relationship Management Paper

Qs No Question Mks
Unit I : Introduction to CRM
1) Define CRM giving example? 4
2) Write short notes on any 3 : 12
i) Analytical CRM
ii) Operational CRM
iii) CRM Engine
iv) Front Office Solutions
3) Explain Customer Lifecycle 4
Unit II : eCRM
1) Features of eCRM 4
Unit III : Sales Force Automation (SFA)
1) Explain the needs and barriers of SFA 4
2) Explain any 4 functionalities of SFA 4
3) Describe Data Synchronization 4
4) Explain some of the applications of SFA 4
Unit IV : Enterprise Marketing Automation (EMA)
1) What are Business Analytic Tools? What does a Business 4
Analytic Application do?
2) Explain Campaign Planning & Management? 4
3) Describe in brief any 2 EMA Components? 4
4) Write short notes on any 2 : 8
i) Enterprise Marketing Automation
ii) Opt-In/Opt-Out
iii) Response Management
Unit V : Call Centers mean Customer Interaction
1) What is a Customer Interaction Center? 4
2) Explain the functionality of Call Center? 4
3) Write short notes on any 3 : 12
i) Automatic Call Distribution
ii) Interactive Voice Response
iii) Web enabling the call center
iv) Automated Intelligent Call Routing
Unit VI : Implementing CRM
1) Write short notes on any 5 : 20
i) Kick off meeting
ii) Requirements gathering
iii) Prototyping
iv) Power User Beta Test
v) Training
vi) Roll-out & System hand off
Unit VII : Application Service Provider (ASP)
1) Who is an ASP? 4
2) Explain the role of an ASP? 4
3) Explain some advantages and disadvantages of implementing 8
ASP?
4) Explain some criteria for selecting an ASP? 4

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