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Book Details

Customer Relationship Management (O.U)

Customer Relationship Management (O.U)

Published by SIA Publishers and Distributors (P) Ltd.

Course Code:MBA I-Sem

Author:SIA PUBLISHERS

University: Osmania University

Regulation:2019

Categories:Management

Format : ico_bookPDF (DRM Protected)

Type :eBook

Rs.115 Rs.59 Rs.49% off

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Description :

SYLLABUS

UNIT-I

EVOLUTION OF CUSTOMER RELATIONSHIP

CRM – Definition, Emergence of CRM Practice, Factors Responsible for CRM Growth, CRM Process, Framework of CRM, Benefits of CRM, Types of CRM, Scope of CRM, Customer Profitability, Future Trends in CRM, CRM and Cost-Benefit Analysis, CRM and Relationship Marketing.

UNIT-II

CRM CONCEPTS

Customer Value, Customer Expectation, Customer Satisfaction, Customer Centricity, Customer Acquisition, Customer Retention, Customer Loyalty, Customer Lifetime Value, Customer Experience Management, Customer Profitability, Enterprise Marketing Management, Customer Satisfaction Measurements, Web Based Customer Support.

UNIT-III

PLANNING FOR CRM

Steps in Planning – Building Customer Centricity, Setting CRM Objectives, Defining Data Requirements, Planning Desired Outputs, Relevant Issues While Planning the Outputs, Elements of CRM Plan, CRM Strategy: The Strategy Development Process, Customer Strategy Grid.

UNIT-IV

CRM AND MARKETING STRATEGY

CRM Marketing Initiatives, Sales Force Automation, Campaign Management, Call Centers, Practice of CRM: CRM in Consumer Markets, CRM in Services Sector, CRM in Mass Markets, CRM in Manufacturing Sector.

UNIT-V

CRM PLANNING AND IMPLEMENTATION

Issues and Problems in Implementing CRM, Information Technology Tools in CRM, Challenges of CRM Implementation, CRM Implementation Roadmap, Road Map (RM) Performance: Measuring CRM Performance, CRM Metrics.

 

Note : Customer Relationship Management (O.U), MBA I-Sem

Publisher Detail:

Publisher Name: SIA Publishers and Distributors (P) Ltd.

Contact Email Id: msultan@siaedugroup.com

Address:#5-1-911/5, Universal Book Mall, Putli BowliKoti, Hyderabad - 500095Telangana State, India

Url: http://www.universalbooks.com/

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