#1. What is CRM? Ans:- Full form of CRM is Customer relation management.

It is actually a methodology which is used to acquire more knowledge about the customers need and behaviors to develop a strong relationship with them. CRM is a process that will bring useful information about the customers, marketing effectiveness, sales, market trends and responsiveness. And business getting help from CRM uses technology and human resource to gather insight information about the customers behavior and their value. #2. What are CDOCOL and CDO? Ans:- CDOCOL is a client side data object which stands for clarify CRM data object collection. CDOCOL is the collection of CDO and is used to display the data on the search result. CDO generally stands for Collateralized Debt Obligation and are not specialized in one form of debt but are sometimes bonds or non mortgage loans. CDO is an investment-grade security which is backed by assets. #3. What are the advantages of CRM? Ans:- A business which is using CRM can simplify marketing and sales process. Provides better customer service through efficient use of call centers which not only increases the customer revenue but also discover new customers. Last but not the least, it help sales staff close deals faster and cross sell/up sell products much more effectively. #4. What is hosted CRM? Ans:- Hosted CRM is simply an arrangement where a company outsource all or some of its customer relation management functions to an application service provider which is also known as ASP. The hosted CRM allows companies to focus more on resources on its main business area and thereby can surplus the return on investment by reducing the costs whereas in-house CRM is much more expensive and allows more customization. #5. What is Data Mining? Ans:- Data mining is also called KDD(Knowledge Discovery in Databases). Data mining is actually a method which follows a specific mathematical algorithm to search and extract data from a database. Data mining follows automatic searching technique using a set of tools such as rule mining, classification, clustering etc. Market basket analysis is one of the major applications of data mining which is used in the retail sale to explore the preferred items of the customers. #6. State the difference between CRM and R/3 Ans:- CRM is a part of SAP Business suite Protocol which mainly emphasis on maintaining the relationship with the customer. Whereas SAP R/3 is a 3 tier client/server application in which there are client presentation layer, all business application layer and database which contain all the information about the system. #7. What do you mean by ECRM? Ans:- ECRM stands for Electronic customer relationship management system. ECRM implements strategies and policies to help companies build an online relationship with its customers and clients. For executing organizations CRM practices online customized ECRM is used. This solution is very easy to maintain and very much user friendly. #8. How is CRM integrated with SAP R/3? Ans:- The integration between R/3 and CRM is done via RFC interface which defines the RFC destinations in the system landscape. #9. How data is migrated from legacy to ibase? Ans:- Data migration from CRM to flat file can be easily done by using Legacy Systems Migration Workbench(LSMW) which is actually a migration workbench.

This is simply a tool to do mapping between SAP CRM data format and legacy. The mapping has to be defined based on data requirements. #10. State the difference between BDT and EEWB? Ans:- BDT or Business data toolset is used to add/delete/disable fields in the Business Process transactions only. It does not create any new objects. BDT acts as a separate unit in CRM. Whereas EEWB can extend several transactions in CRM which even include BP. It even creates several z-objects to extend the business objects like a BADi implementation, middleware objects which is used for coding custom logics. #11. How can right CRM be implemented? Ans:- To make the right decision must be certain CRM strategies should followed. The very basic and mandatory thing which should be always kept in mind is pinpointing CRM goals. Secondly, focus on the need of CRM types which also plays a vital role in making the right decision. Lastly CRM requirements should be known. If these things are followed properly then CRM strategies will really workout. #12. What is business process management (BPM)? Ans:- BPM stand for business process management and it is also called as Business process reengineering(BPR). It is mainly a practice which is used to improve the effectiveness and efficiency of any organization. BMP can be used effectively by adopting a process-oriented approach which makes no distinction between manual work or computer work rather than focusing mainly on data management. #13. What are the advantages of BPM? Ans:- The primary idea of BPM is to bring information, people and processes together for managing any business effectively. BPM involves real-time integration of the processes of any organization with its suppliers, customers and business partners rather that just managing business processes within the enterprise. BPM looks at automation horizontally instead of looking at it vertically which means it integrates business involved entities with more flexibility and can be customized to meet the business requirements. #14. What is Business Intelligence? Ans:- Business Intelligence OR BI is mainly used to portrait a discipline which captures various aspects of a company and its rivals. It has processes and software which helps in collecting, storing and providing access to intelligent information about any company and ultimately facilitate the decision making process of the company which gives the company a competitive advantage. It generally serves as a unified presentation layer for those business data which appears in one or more data sources like transaction or ERP systems. #15. Briefly describe the applications of BI? Ans:- BI has many applications and this applications include a series of activities which are decision support, online analytical processing, query and reporting, Data warehousing, Dash boarding, Knowledge Management , MIS, Data Mining, (OLAP), statistical analysis, Multidimensional analysis, forecasting.