Customer Relationship Management - BA8003

Important questions and answers, Question Paper download, Online Study Material, Lecturing Notes, Assignment, Reference, Wiki

Customer Relationship Management






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



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