MIT4024– Customer Relationship Management

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PROGRAM

Master of Science in Information Technology(MSc IT)

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