CRM Question Bank

E-CRM1. What is CRM? State and explain various types of eCRM?2. Diff between CRM and eCRM3. What r the significant features of eCRM

SFA4. Define SFA. Explain the need for SFA5. What is data synchronization6. Explain the functionality of SFA7. SN on reporting Tools8. What is the barrier in successful SFA9. Explain the purpose of SFA10. Give any live examples which explains SFA

EMA11. What is customer retention. Explain briefly why is it necessary12. What is campaign management13. Explain the phenomenon of cross selling and up selling. Give an example14. Explain in brief target marketing, product marketing, direct marketing.15. State various components of EMA

Call Center

16. State the evolution of customer services from beginning to call center17. Describe the functionality and implementation of call center18. State various background processes involved in call center implementation19. State how customer satisfaction for call center is measured20. State and define call scripting21. What do mean by call routing. How is it implemented and how does it help call

center

Implementation of Call Center

22. How would u perform the data gathering for CRM23. State the steps taken for prototyping detailed proposal generation for CRM24. State the various aspects of system optimization w.r.t implementing CRM

ASP25. State the advantages and disadvantages of implementing ASP26. State the role and functions of ASP

Case Study –1You receive a letter from JET AIRWAYS

MR. Das,During past one year, you purchased and flew expanded JET service departing from MUMBAI Airport. We appreciate your business. To thank we would like to give you an opportunity to earn free travel and save on JET. Earn double miles and save 10% on Jet.Yours Sincerely,Mr. Bose,Customer Relationship Manager,JET Airways

State all business extracts from the letter. State various features that have been taken into account for the Customer campaign

Case Study –2

Mobile Telephony industry grew enormously because the new users embraced mobile technology. The cost required new mobile phone was very high because carriers heavily subsidized handset and retailer costs to make it easier for new users to sign up for new service. As a result carriers face a pressing need to maximize their average return per user (ARPU) by retaining their best customers for as long as possible. This challenge is particularly acute in the face of showing growth due to market saturation and the impending expiration of many original customers service plans.

State at least four goals that the company must adopt so that it keeps old customers and adds the new customers. Give strategies to implement these goals.