Customer Relationship Management - BA8003

INTRODUCTION

=> Customer Relationship Management
=> Concept and Context of Relationship Management
=> Evoluation of CRM
=> Transactional Vs Relationship Approach
=> CRM as a Strategic Marketing Tool
=> Important answers: Customer Relationship Management - Introduction

UNDERSTANDING CUSTOMERS

=> Customer Information Database
=> Developing a Customer Information Database
=> Customer Profile
=> Factors Influencing Customer Expectations of Services
=> Customer Perception Analysis
=> Customer or Consumer Behavior
=> Individual and Group Customer
=> Selection of Profitable Customer Profitability
=> Important answers: Understanding Customers

CRM STRUCTURES

=> Customer Relationship Management (CRM) Structures
=> Important answers: CRM Structures

CRM PLANNING AND IMPLEMENTATION

=> CRM Planning and Implementation
=> CRM Implementation (Phases)
=> CRM Tools
=> Analytical CRM
=> Operational CRM
=> Call center management
=> Role of CRM manager
=> Important answers: CRM Planning and Implementation

TRENDS IN CRM

=> e-CRM Introduction
=> Data warehousing
=> An Introduction to CRM Packages
=> Important answers: Trends in CRM
=> Various software packages used for CRM