P18 Customer Relationship Management BBA NEP 2024-25 4th Semester Notes
by | Unit 1 [Book] | |
| Fundamentals of Customer Relationship Management Meaning, Definition, Benefits | 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 |
| Customer Satisfaction Meaning and Definition | VIEW |
| Customer Satisfaction Models | VIEW |
| Measuring Customer Satisfaction | VIEW |
| ISO Guidelines | VIEW |
| Customer Loyalty Concept, Principles, Significance, Dimensions | 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 | |
| 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 |
| 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 |
| Role of Social Media in CRM | VIEW |