by | Unit 1 | |
| Evolution of Customer Relationship | VIEW |
| Framework of CRM | VIEW |
| CRM, Definition, Benefits | VIEW |
| Process of Customer Relationship Management | VIEW |
| Types of Customer Relationship Management | VIEW |
| Emergence of CRM Practice | VIEW |
| Factors Responsible for CRM Growth | VIEW |
| Acquiring Customer | VIEW |
| Customer Loyalty | VIEW |
| Optimizing Customer Relationships | VIEW |
| CRM Success Factors | VIEW |
| The three Levels of Service/ Sales Profiling | VIEW |
| Service Level Agreements (SLAs) | VIEW |
| Creating and Managing Effective SLAs | VIEW |
| Unit 2 | |
| One-to-One Relationship Marketing | VIEW |
| Cross Selling | VIEW |
| Up Selling | VIEW |
| Customer Retention | VIEW |
| Behavior Prediction | VIEW |
| Customer Profitability & Value Modeling | VIEW |
| Channel Optimization | VIEW |
| Event Based Marketing | VIEW |
| CRM and Customer Service, The Call Centre, Call Scripting | VIEW |
| Customer Satisfaction Measurement | VIEW |
| Unit 3 | |
| Sales Force Automation | VIEW |
| Sales Process, Activity | VIEW |
| Lead Management | VIEW |
| Knowledge Management | VIEW |
| Field Force Automation | VIEW |
| CRM Links in E-Business | VIEW |
| E-Commerce | VIEW |
| Customer Relationships on the Internet | VIEW |
| Enterprise Resource Planning (ERP) | VIEW |
| Supply Chain Management (SCM) | VIEW |
| Supplier Relationship Management (SRM) | VIEW |
| Partner Relationship Management (PRM) | VIEW |
| Unit 4 | |
| Managing and Sharing Customer Data | VIEW |
| Customer Information Databases, Ethics and Legalities of Data Use | VIEW |
| Data Warehousing | VIEW |
| Data Mining | VIEW |
| Data Analysis | VIEW |
| Market Basket Analysis (MBA) | VIEW |
| Click Stream Analysis | VIEW |
| Personalization and Collaborative Filtering | VIEW |
| Unit 5 | |
| Success Factors | VIEW |
| Preparing a Business Plan, Requirements, Justification and Processes | VIEW |
| Choosing CRM Tools – Defining Functionalities | VIEW |
| Homegrown versus Out-Sourced Approaches | VIEW |
| Managing Customer Relationships | VIEW |
| Conflict Management | VIEW |
| Complacency in Managing Customer Relationships (CRM) | VIEW |
| Resetting the CRM Strategy | VIEW |
| Selling CRM Internally | VIEW |
| CRM Development Team, Scoping and Prioritizing | VIEW |
| Development and Delivery, Measurement | VIEW |
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