| 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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