Chaudhary Charan Singh University (C.C.S.U)
BBA-304 Customer Relationship Management
| Unit 1 (book) | |
|---|---|
| Definition and concepts of CRM | |
| Components of CRM | |
| Understanding the goal of CRM | |
| Customer Touch Points |
| Unit 2 (book) | |
|---|---|
| Introduction and Objectives of a CRM Process | |
| An Insight into CRM and e- CRTA/online CRM | |
| The CRM cycle i.e. Assessment Phase; Planning Phase; The Executive Phase | |
| Modules in CRM | |
| 4C’s (Elements) of CRM Process | |
| CRM Process for Marketing Organization | |
| CRM Affiliation in Retailing Sector |
| Unit 3 (book) | |
|---|---|
| Developing CRM Strategy | |
| Role of CRM in business strategy | |
| Understanding Service Quality: Technical, Functional, and dimensions of service quality | |
| Managing Customer communications |
| Unit 4 (book) | |
|---|---|
| Choosing the right CRM Solution | |
| Framework for Implementing CRM: A Step-by-Step Process | |
| Five Phases of CRM Projects | |
| Development Customizations | |
| Beta Test and Data Import | |
| Train and Retain | |
| Roll out and System Hand-off Support |
| Unit 5 (book) | |
|---|---|
| Sales Force Automation: Sales Process, Activity, Contact, Lead and Knowledge Management | |
| Field Force Automation | |
| CRM Links in E-Business, E-Commerce and Customer Relationships on the Internet | |
| CRM Supplier Role and Importance |