Customer Relationship Management

9th April 2020 1 By indiafreenotes

Unit 1 Introduction to Customer Relationship Management {Book}

Concept, Evolution of Customer Relationship

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Customers as strangers, acquaintances, friends and partners

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Objectives, Benefits of CRM to Customers and Organizations

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Customer Profitability Segments

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Components of CRM: Information, Process, Technology and People

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Barriers to CRM

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Relationship Marketing and CRM: Relationship Development Strategies:

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Organizational Pervasive Approach

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Managing Customer Emotions

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Brand Building through Relationship Marketing

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Service Level Agreements

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Relationship Challenges

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Unit 2 CRM Marketing Initiatives, Customer Service and Data Management {Book}

CRM Marketing Initiatives:

Cross-Selling and Up-Selling

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Customer Retention

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Behaviour Prediction

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Customer Profitability and Value Modeling

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Channel Optimization

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Personalization and Event-Based Marketing

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CRM and Customer Service:

CRM in Call Center and Customer Care

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Call Routing, Contact Center Sales-Support

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Web Based Self Service

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Customer Satisfaction Measurement

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Call-Scripting

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Cyber Agents and Workforce Management

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CRM and Data Management:

Types of Data: Reference Data, Transactional Data, Warehouse Data and Business View Data

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Identifying Data Quality Issues

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Planning and Getting Information Quality

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Using Tools to Manage Data

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Types of Data Analysis:

Online Analytical Processing (OLAP)

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Clickstream Analysis

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Personalisation and Collaborative Filtering

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Data Reporting

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Unit 3 CRM Strategy, Planning, Implementation and Evaluation {Book}
Understanding Customers: Customer Value VIEW
Customer Care VIEW
Company Profit Chain: Satisfaction, Loyalty, Retention and Profits VIEW
Objectives of CRM Strategy VIEW
The CRM Strategy Cycle: Acquisition, Retention and Win Back VIEW
Complexities of CRM Strategy VIEW
Planning and Implementation of CRM:
Business to Business CRM VIEW
Sales and CRM VIEW
Sales Force Automation VIEW
Sales Process/ Activity Management VIEW
Sales Territory Management VIEW
Contact Management VIEW
Lead Management VIEW
Configuration Support VIEW
Knowledge Management VIEW
CRM Implementation Steps: Business Planning, Architecture and Design, Technology Selection, Development, Delivery and Measurement VIEW
CRM Evaluation: Basic Measures: Service Quality, Customer Satisfaction and Loyalty VIEW
Company 3E Measures: Efficiency, Effectiveness and Employee Change VIEW

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Unit 4 CRM New Horizons {Book}  
e-CRM concept VIEW
Different levels of e-CRM VIEW
Privacy in e-CRM VIEW
Software app for Customer Service: VIEW
Activity Management, Agent Management, Case Assignment, Contract Management, Customer self Service, Email Response Management, Escalation, Inbound Communication Management, Invoicing, Outbound Communication Management, Queuing and Routing, Scheduling VIEW
Social Networking and CRM VIEW
Mobile-CRM VIEW
CRM Trends, Challenges and Opportunities VIEW
Ethical issues in CRM VIEW