M2 Customer Relationship Management Bangalore University B.Com 6th Semester NEP Notes

16/11/2023 1 By indiafreenotes

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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