| Unit 1 Introduction to CRM [Book] | |
| Definition and Concepts, Components of CRM | VIEW |
| Understanding the Goals of CRM | VIEW |
| Customer Touch Points | VIEW |
| Unit 2 CRM Process [Book] | |
| Introduction and Objectives of a CRM Process | VIEW |
| 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 |
| Managing Customer Communications | 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 in CRM Solution | VIEW |
| Beta Test and Data Import in CRM Solution | VIEW |
| Train and Retain in CRM Solution | VIEW |
| Roll out and System Hand-off Support in CRM Solution | 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 | VIEW |
| E-Commerce and Customer Relationships on the Internet | VIEW |
| CRM Supplier Role and Importance | VIEW |
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