BSc CS Sem 6 October 2025 October 2025 Customer Relationship Management Question Paper - Mumbai University | munotes

Questions asked in this paper

• 2) Figures to the right indicate marks

1. Q3 Illustrations, in-depth answers and diagrams will be appreciated
2. Q4 Mixing of sub-questions is not allowed
3. Q1 Attempt ANY FOUR from the following: (20M)
   • (a) Define CRM and explain the emergence of customer centric approach in changing face of CRM
   • (b) Mention and explain various phases of value chain model
   • (c) Explain how customization helps in building relationships?
   • (d) What is TQM? Explain how it can be integrated with CRM
   • (e) Write short note on Customer Life time Value
   • (f) Enlist and explain important constituencies of CRM
4. Q2 Attempt ANY FOUR from the following: (20M)
   • (a) Define Customer Portfolio Management and enlist its Key Components
   • (b) Write short note on Sales Forecasting
   • (c) Explain how internal and external environment are examined by SWOT
   • (d) Enlist and explain Key features of Sales Force Management
   • (e) and Event Marketing helps in promoting the
   • (f) Explain any 5 functionalities offered by service automation Software
5. Q3 Attempt ANY FOUR from the following: (20M)
   • (a) Explain some common techniques used in Big data analytics
   • (b) short note on Structured and Unstructured Data
   • (c) Explain the role of ML in Analytical CRM
   • (d) With neat labelled diagram explain the key phases of CRM project design
   • (e) Write short note on partner selection
   • (f) Suggest a suitable process for increase its sales globally, retain customers and lower the churn rate
6. Q4 Attempt ANY FIVE from the following: (15M)
   • (a) Write short note on customer retention
   • (b) CRM and state its significance
   • (c) Enlist the benefits of customer and market segmentation
   • (d) Explain role of loyalty management in CRM
   • (e) Explain the role of DL in analytical CRM
   • (f) Enlist steps of Data Mining Procedure

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