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Management of Business Science MBA

Customer Relationship Management - BA8003

Customer Relationship Management

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