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Management of Business Science MBA

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

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