Customer Relationship Management - [ MBA Course Subject ]

Customer Relationship Management - [ MBA Course Subject ]

Customer Relationship Management

INTRODUCTION

1. Customer Relationship Management
2. Concept and Context of Relationship Management
3. Evoluation of CRM
4. Transactional Vs Relationship Approach
5. CRM as a Strategic Marketing Tool
6. Important answers: Customer Relationship Management - Introduction

UNDERSTANDING CUSTOMERS

1. Customer Information Database
2. Developing a Customer Information Database
3. Customer Profile
4. Factors Influencing Customer Expectations of Services
5. Customer Perception Analysis
6. Customer or Consumer Behavior
7. Individual and Group Customer
8. Selection of Profitable Customer Profitability
9. Important answers: Understanding Customers

CRM STRUCTURES

1. Customer Relationship Management (CRM) Structures
2. Important answers: CRM Structures

CRM PLANNING AND IMPLEMENTATION

1. CRM Planning and Implementation
2. CRM Implementation (Phases)
3. CRM Tools
4. Analytical CRM
5. Operational CRM
6. Call center management
7. Role of CRM manager
8. Important answers: CRM Planning and Implementation

TRENDS IN CRM

1. e-CRM Introduction
2. Data warehousing
3. An Introduction to CRM Packages
4. Important answers: Trends in CRM
5. Various software packages used for CRM