B.Sc. (Computer Science) Sem 6 Customer Relationship Management Apr 2026 Question Paper - Mumbai University | munotes

Questions asked in this paper

• 2) Figures to the right indicate marks. x

1. Q3 in-depth answers and diagrams will be appreciated
2. Q4 Mixing of sub-questions is net
3. Q1 Attempt ANY FOUR from the following: Pi
   • (a) Explain the three CRM.and discugs the changing
   • (b) Define CRM and explain its and commercial contexts
   • (c) Discuss and customer lifetime value
   • (d) customer satisfaction, loyalty impact on a for acquisition ae
   • (f) and
4. Q2 ANY FOUR from
   • (a) customer portfolio management dnd its intportance in ry Explain marketing automation and its sales.force automation dnd its role.in = Ate) Explain setvice automation benefits in customer ae Explain DL ‘in developing customer-related the of CRM implementation in an organization Discuss challenges Cc
   • (f) Describe the of-data security and privacy in CRM systems = Attempt ANY FIVE from the (15M) and listiits benefits
   • (b) What Value? What is marketing Define artificial intelligence in context
   • (f) What

Read from the scan above, so a character or two may differ. The scan is the original.