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PROGRAM
SEMESTER
FOURTH
SUBJECT CODE & NAME
MIT4024– Customer Relationship Management
Qus:1 What is CRM? Describe its different types.
Answer: Defining
CRM is a bit ironic because it is not very difficult to define but at the same
time there is no single universal definition for this term. Actually, there are
many definitions due to the presence of many CRM software vendors and system
integrators in the IT industry. However,
Qus:2a) Write the benefits of CRM technology for
front office.
b) State the CRM technology components and explain
any one.
Answer:
a) Write the benefits of CRM technology
for front office.
The
front office functioning group has direct contact with customers. The function
of this group includes marketing, sales, and after-sales services. It deals
with textual data, that is, the information about the relationship between
customers and companies.
The
Qus:3 List and explain the different ways to
synchronize data.
Answer: Portable
devices synchronize data in three different ways. Figure 4.1 depicts the
various types of data
Qus:4 List and briefly describe the elements that
are essential for a successful CIC.
Answer:
A successful CIC is accomplished only if the following conditions are sustained:
Maintain customer loyalty –
Gradually, companies realized that the best way to retain customers is through
positive relationship management and outstanding customer service. An important
element
Qus:5 What are the basic steps in project planning?
Answer: This
phase involves planning for the project which is done after analyzing all the
requirements and specifications thoroughly. It involves creating a suite of
planning documents to help guide the team throughout the project.
The
following steps are followed in project planning:
1.
Breaking up of the requirement specifications into smaller subtasks or activities
2.
Sequencing of activities and identifying activities that can be implemented at
the same time
Qus:6 What are the three sub processes of CRM?
Explain.
Answer: CRM
consists of three sub processes. They are:
Marketing process
Sales process
Customer service process
These
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