Customer Relationship Management LU BBA 4th Semester NEP Notes
25/01/2022 0 By indiafreenotes| Unit 1 [Book] | |
| Fundamentals of Customer Relationship Management: Meaning and Definition of CRM, Benefits of CRM | VIEW |
| Reasons for adopting CRM | VIEW |
| Conceptual Foundations of Customer Relationship Management | VIEW |
| Types, Stages of Customer Relationship Management | VIEW |
| Issues in Customer Relationship Management | VIEW |
| Unit 2 [Book] | ||
| Dimensions of Customer Relationship Management | VIEW | VIEW |
| Customer Satisfaction Meaning and Definition | VIEW | |
| Customer Satisfaction Models | VIEW | VIEW |
| Measuring Customer Satisfaction | VIEW | |
| ISO guidelines | VIEW | VIEW |
| Customer Loyalty Concept, Principles, Significance and Dimensions of Customer Loyalty | VIEW | |
| Unit 3 [Book] | ||
| Information Technology in Customer Relationship Management | VIEW | |
| Technological Developments in CRM | VIEW | |
| Information Technology Implementation in CRM | VIEW | |
| Features, Advantages and Functional components of eCRM | VIEW | |
| VIEW | VIEW | |
| Important CRM Software | VIEW | |
| Customer Relationship Management through Information Technology Tools | VIEW | |
| Unit 4 [Book] | ||
| Emerging Dimensions and Dynamics in Customer Relationship Management | VIEW | |
| Customer Recall | VIEW | |
| Customer Retention | VIEW | VIEW |
| Experience Management | VIEW | |
| Service Failure and Service Recovery Management | VIEW | |
| Application of Customer Relationship Management in Different Sectors: | ||
| Business to Business CRM | VIEW | |
| Sales and CRM | VIEW | |
| Contact Management | VIEW | |
| Lead Management | VIEW | |
| Sales Territory Management | VIEW | |
| Role of Social Media | VIEW | VIEW |
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