| Unit 1 [Book] | |
| Relationship in Business, Concepts and Types | VIEW |
| Stages of Relationship in Business | VIEW |
| Issues in Relationship in Business | VIEW |
| Evolution of Relationship as a Marketing Tool | VIEW |
| Relationship Marketing, Concepts and Purpose | VIEW |
| Unit 2 [Book] | |
| Customer Relationship Management, Introduction | VIEW |
| Emergence of Customer Relationship Management (CRM) Practices | VIEW |
| Factors Responsible for Growth of Customer Relationship Management (CRM) | VIEW |
| Stakeholders in Customer Relationship Management (CRM) | VIEW |
| Significance of Customer Relationship Management (CRM) | VIEW |
| Unit 3 [Book] | |
| Customer Satisfaction, Introduction, Meaning, Components | VIEW |
| Rationale of Customer Relationship Management (CRM) | VIEW |
| Models of Customer Relationship Management (CRM) | VIEW |
| Customer Loyalty, Concept, Significance, Advantages | VIEW |
| Rationale of Customer Loyalty | VIEW |
| Loyalty Ladder | VIEW |
| Loyalty Principles | VIEW |
| Unit 4 [Book] | |
| Customer Relationship Management (CRM) Comprehension | VIEW |
| Components of Customer Relationship Management (CRM) Programme | VIEW |
| Customer Relationship Management (CRM) Value Chain | VIEW |
| Customer Relationship Management (CRM), Concepts and Process | VIEW |
| Historical Perspective of Customer Relationship Management (CRM) | VIEW |
| Modern Variables of Customer Relationship Management (CRM) | VIEW |
| Unit 5 [Book] | |
| Technological Developments in Customer Relationship Management (CRM) | VIEW |
| E-CRM, Features, Advantages and Technologies | VIEW |
| E- CRM an Information Technology Tool | VIEW |
| E- CRM in Business | VIEW |
| Customer Retention | VIEW |
| Customer Experience Management | VIEW |
| Changing Role Of CRM | VIEW |
| Customer Retention Management | VIEW |
| Customer Recall Management | VIEW |
| Customer Experience Management | VIEW |