Unit 1 Introduction to CRM {Book} | ||
Definition and concepts of CRM | VIEW | |
Components of CRM | VIEW | VIEW |
Understanding the goal of CRM | VIEW | |
Customer Touch Points | VIEW | |
Unit 2 CRM Process {Book} | |
Introduction and Objectives of a CRM Process | VIEW |
An Insight into CRM and e- CRTA/online CRM | VIEW |
The CRM cycle i.e. Assessment Phase; Planning Phase; The Executive Phase | VIEW |
Modules in CRM | VIEW |
4C’s (Elements) of CRM Process | VIEW |
CRM Process for Marketing Organization | VIEW |
CRM Affiliation in Retailing Sector | VIEW |
Unit 3 {Book} | ||
Developing CRM Strategy | VIEW | |
Role of CRM in business strategy | VIEW | |
Understanding Service Quality: Technical, Functional, and dimensions of service quality | VIEW | VIEW |
Managing Customer communications | VIEW | VIEW |
Unit 4 CRM Implementation {Book} | |
Choosing the right CRM Solution | VIEW |
Framework for Implementing CRM: A Step-by-Step Process | VIEW |
Five Phases of CRM Projects | VIEW |
Development Customizations | VIEW |
Beta Test and Data Import | VIEW |
Train and Retain | VIEW |
Roll out and System Hand-off Support | VIEW |
Unit 5 {Book} | ||
Sales Force Automation: Sales Process, Activity, Contact, Lead and Knowledge Management | VIEW | |
Field Force Automation | VIEW | |
CRM Links in E-Business, E-Commerce and Customer Relationships on the Internet | VIEW | VIEW |
CRM Supplier Role and Importance | VIEW | |
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