by | Unit 1 CRM [Book] | |
| Introduction, CRM Definition, Emergence of CRM Practice | VIEW |
| Factors responsible for CRM growth, CRM process, Framework of CRM, Benefits of CRM, Types of CRM, Scope of CRM | VIEW |
| Customer Profitability and CRM | VIEW |
| Features Trends in CRM | VIEW |
| CRM and Cost-Benefit Analysis | VIEW |
| CRM and Relationship Marketing | VIEW |
| Unit 2 [Book] | |
| Customer Value | VIEW |
| Customer Expectation | VIEW |
| Customer Satisfaction | VIEW |
| Customer Centricity | VIEW |
| Customer Acquisition | VIEW |
| Customer Retention | VIEW |
| Customer Loyalty | VIEW |
| Customer Lifetime Value | VIEW |
| Customer Experience Management | VIEW |
| Customer Profitability Management | VIEW |
| Enterprise Marketing Management | VIEW |
| Customer Satisfaction Measurements | VIEW |
| Web based Customer Support | VIEW |
| Unit 3 Planning for CRM [Book] | |
| Introduction, Steps in CRM Planning, Building Customer Centricity, Setting CRM Objectives, Defining Data Requirements, CRM Planning Desired Outputs, Relevant issues while planning the CRM Outputs, Elements of CRM plan | VIEW |
| CRM Strategy: The Strategy Development Process | VIEW |
| Customer Strategy Grid | VIEW |
| Unit 4 CRM Planning and Implementation [Book] | |
| CRM Planning and Implementation Introduction, Issues and Problems in implementing CRM | VIEW |
| Information Technology tools in CRM | VIEW |
| Challenges of CRM Implementation | VIEW |
| CRM Implementation Roadmap | VIEW |
| Road Map (RM) Performance: Measuring CRM performance | VIEW |
| CRM Metrics | VIEW |
| Unit 5 [Book] | |
| Introduction, CRM Marketing Initiatives | VIEW |
| CRM in Sales Force Automation | VIEW |
| CRM in Campaign Management | VIEW |
| CRM in Call Centers | VIEW |
| Practice of CRM: | |
| CRM in Consumer Markets | VIEW |
| CRM in Services Sector | VIEW |
| CRM in Mass Markets | VIEW |
| CRM in Manufacturing Sector | VIEW |
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