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GGSIPU (NEW DELHI) CUSTOMER RELATIONSHIP MANAGEMENT – 3RD SEMESTER

GGSIPU

  UNIT 1 Introduction to CRM  
1 Definition, Importance and Elements VIEW
2 Phases in CRM Process VIEW
3 e-CRM: Relationships – Description, Dynamics VIEW
4 Relationship Management Theories VIEW
5 Developing CRM Strategies VIEW
6 Relationship oriented Organizations VIEW
7 Relationship Strategy VIEW
8 CRM Architecture VIEW
  UNIT 2 Marketing aspects of CRM  
1 Data and Customer Knowledge VIEW
2 Communication channels for CRM VIEW
3 Proposition for individual customer – Customization of product and pricing VIEW
4 Proposition for individual customer – Customization of pricing VIEW
5 Organizational Relationship Policy- Segments and contact moments VIEW
  UNIT 3 Analytical CRM VIEW
1 Customer Data Management VIEW
2 Data Mining VIEW
3 Designing loyalty Program VIEW
4 loyalty Program and measuring effectiveness VIEW
5 Cross Selling VIEW
6 Customer life time Value Calculations VIEW
  UNIT 4 Operational & System implementation  
1 Direct mail and Call Centers VIEW
2 Use of internet for CRM VIEW
3 CRM Systems overview VIEW
4 Data warehouse & Data Mart VIEW
5 CRM Roadmap-Project Management VIEW
6 Challenges and Emerging Trends in CRM VIEW

 

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