Shamraiz Khan Sessional2

COMSATS UNIVERSITY ISLAMABAD
ATTOCK CAMPUS
2nd Sessional Exam – spring 2021
Program BBA Semester.5th
SUBJECT NAME: E-COMMERCE
Date: 03-05-2021 Max Marks: 25 Max Time: 2 Hours

Email of Faculty: [email protected] What`s App number of Faculty:
03229148879
Important Guidelines for Students

1. You have to solve the paper on plain paper (preferably A4 printer paper)
2. Write your name, registration number, semester, section, subject name, page number and
date on top of the paper.
3. Sign on the bottom right of the paper.
4. Only those sheets would be accepted which has all the information as mentioned on S. No. 2
and S. No. 3.
5. After completion of the paper scan each page with CAMSCANNER Application (available
on Google PlayStore, Apple AppStore and WindowsStore).
6. Convert the scanned pages to pdf document and email it, written on the paper, to your
subject teacher through your official email address (example fa16-bcs-021@ciit-
attock.edu.pk). Email from any other address will not be accepted for answer sheet
submission.
7. If the paper is started at 0900 hrs you have to send the email latest by 1200 hrs. For the
papers starting at 1400 hrs the submission time is till 1700 hrs. No late email would be
accepted.
8. In case of issue with email, please contact your teacher through his WhatsApp and seek
permission to send the pdf through WhatsApp. WhatsApp submission can only be done if
permitted by the teacher.
Paper Specific Instructions (by the Faculty Member)

o Read carefully and only answer what has been asked
o Unnecessary write up will lead to negative marking
o You must answer in a sequences
1
COMSATS University Islamabad, Attock Campus
2nd Sessional Exam – spring 2021
Program BBA Semester 5th
SUBJECT NAME: E-COMMERCE
Date: 03-05-2021 Max Marks: 25 Max Time: Two

Hours
Email of Faculty: [email protected] What`s App number of Faculty:
03229148879
Q.01. (10)
After reading the article “Building an Ecommerce Business”
What lessons you learned?
building an ecommerce business are included 13 parts. my presentation part is choosing partners. I
have learned from my topic is:
1. build best relationship with partner
2. complementary skills set regarding hiring
3. resolve conflict with partner
I have learned from whole article are as:
One of the greatest advantages to starting an eCommerce business is that it can be operated
completely from home on any schedule. Further using the tools available by many online hosts and
eCommerce resources, setting up a store can be done quickly, sometimes within minutes depending
on the type of store being opened.
The Internet never sleeps, and therefor online stores area always open. As a result, an eCommerce
owner can be making sales and profits while he sleeps or is on vacation.
One of the biggest challenges to running an eCommerce business is competing with the millions of
other sites selling the same or similar items. As a new business, it can be difficult to gain a share of
the market from existing businesses.
Consumers are wary of businesses they haven't done business with or haven't been referred to. They
are more likely to stick with businesses they know, even if another business may provide better
service or products. Many consumers will research or wait to see what others think about an
eCommerce site, before spending money.
2
Although there are many tools and resources to build an eCommerce site complete with shopping
carts and payment processing, invariably something will go wrong. Websites can stop working for a
variety of reasons and some are easier to fix than others. Until issues are fixed, the site is down or
not working, which impacts sales.
Q.02. (2.5))
What is CRM?
Customer relationship management software, or CRM, focuses on keeping track of customers and
their purchasing behavior. It gives businesses the tools to follow sales leads and find new business
opportunities within them. It also helps streamline the sales process so the sales team is not
repeating the same jobs over and over.
What is the difference between SCRM and CRM? (2.5)

Conventional CRM
is a commercial enterprise method that emerged in a gaggle of uses. The product improvement
records the executives, mechanizes offers and showcasing cycles, and assists with directing
customers behavior and correspondence narratives. The middle of this CRM version is
communicated within side the normalized execution that utilizations enter records as a premise.
SOCIAL CRM:
Social CRM is an imaginative manner to address pleasurable the method of commercial enterprise
measures assist and improvement of reliable institutions with current and destiny customers. The
strong point of this CRM incorporates of changing the substance right into a full-scale and
significant dialogue with a opportunity this is allotted by interpersonal companies and automated
channels.
CRM:
Why CRM is an essential tool for E_COMMERCE? (2.5)
CRM is an essential tool of ecommerce is as:
1. it helps to improving customer experience
2. enhancing marketing and promotion
3. improving sales team performance
4. better inventory planning and forecasting
5. minimizing losses and costs
6. Improves your competitive edge.
How it is created? (2.5)
CRM databases are complicated tools; constructing a tailor-made CRM database entails complete
software program engineering abilities and pricey web website hosting servers. When constructing
your personal on-web website online CRM facts base, note that a crew of IT specialists is needed to
3
run the carrier, upload time-ingesting capability and preserve patron facts safety. This way that
there are already not unusual place software program programs for CRM databases that may meet
the wishes of maximum agencies. For positive companies the procurement and set up of CRM area
control licenses is less difficult for a carrier issuer to configure an open-supply database. Open-
supply CRM structures are disbursed software program implementations, downloaded and set up at
the computer systems of the agencies themselves. Open supply CRM has one of the predominant
benefits of permitting companies to increase and adapt the answer for the ones applications. It
additionally gives whole patron facts manipulate and is value effective, with numerous loose
options. Naturally, you get what you pay for open-supply CRM, as any loose alternative. Many
answers offer simplest essential capabilities and take a large amount of paintings to adapt. The
CRM framework ought to be set up, controlled and custom designed with the aid of using
companies of open reasserts CRM, which incorporates pricey hardware and devoted IT specialists
to address the answer. Open supply CRM answers regularly permit companies, with a purpose to
guard their critical records, to address their personal facts safety policies.
Q.03.
What is the role of SCRM in maximizing the business growth? (2.5)
Give a relevant example (2.5)
In evaluation to traditional models, Social CRM gives a brand new diploma of transparency,
openness which promptness, and builds on customer loyalty. By step by step advertising activities,
it strengthens your brand. You may be capable of recognize your customer behavior successfully
earlier than you launch your conversion. This might boom the companies dedication levels. By
evaluation, you may solution in actual time thru your CRM on your client’s praises, criticisms and
questions. You can even advantage eligible information primarily based totally at the information
and reviews on social media. You will have a more threat of enhancing social CRMs advertising
return. By exploring new commercial enterprise segments, you'll frequently accumulate
understanding approximately your items or services. This might permit you, primarily based totally
on client’s tastes, to evaluate and enhance higher items or services. You are capable of marketplace
the involved customers with the resource of customer courting management. You can also practice
the understanding and get in touch with in the social media on your software. For futuristic
conversion, you may use those contacts. Business and commercialization frequently are trying to
find new metrics and changes. Therefore, you should expand diverse varieties of content material
on your audience. You will accumulate all this social-focused information for Social CRM and
you'll be capable of higher identify your goal group. In this way, a extraordinarily a hit advertising
approach may be created for all clients.
Example
COCA COLA :
coca cola make use of CRM to sell collaboration and address client issues quick and efficiently.
By the usage of CRM software, each member of a Coca-Cola group can pick out issues, reveal
client behaviour and social media to sell gives and promotions.
4
Moreover, group participants can use cell apps at the visit get admission to client records every time
and anywhere, create and replace paintings orders, and ship out discipline technicians in real-time

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COMSATS UNIVERSITY ISLAMABAD

Date: 03-05-2021 Max Marks: 25 Max Time: 2 Hours

Important Guidelines for Students

Paper Specific Instructions (by the Faculty Member)

Date: 03-05-2021 Max Marks: 25 Max Time: Two

What is the difference between SCRM and CRM? (2.5)

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