Customer Relationship Management
₹140.00
SYBBI — SEMESTER – IV
Author: Jia Makhija
THIRD REVISED EDITION
Description
SYLLABUS
| No. | Modules / Units |
| 1 | Introduction to Customer Relationship Management (CRM): |
| Meaning, Definition of CRM, Development in CRM, Benefits of CRM, Effective CRM through Customer Knowledge Management, CRM Cycle, Winning market through effective CRM, CRM programmes, Relationship Marketing and Effectiveness of Relationship Marketing, Factors Responsible for Growth of Customer Relationship Management (CRM). | |
| 2 | Technological support in Customer Relationship Management (CRM): |
| Introduction, Technological Application in CRM, Types of Technological Application in CRM, Database and Information Systems, Database Marketing Strategies, CRM Software Solutions for B2C and B2B, Accounting Systems for Customer Acquisition and Retention Costs, Customer Loyalty and Profitability through Technology.
e-CRM: Introduction, Importance, Challenges, Strategies, e-Marketing and e-CRM. |
|
| 3 | Implementing Customer Relationship Management (CRM): |
| Allocation Rule of Customer Relationship Management (CRM), Customer Satisfaction Survey, Contact Management, Building Customer Relationship Management (CRM), Effectiveness of Customer Relationship Management (CRM), Organizing of Customer Relationship Management (CRM), Employee and Customer Management Process. | |
| 4 | Customer Relationship Management (CRM) in Banking and Insurance Sector: |
| Building Customer Loyalty, B2B Commerce, B2B Relationship with Intermediaries, Relationship Marketing for Creating Value in Business and Market, Customer Relationship Management in Indian Banking and Insurance Sector: Introduction, CRM Objectives, Need of CRM, Process of CRM, Customer Relationship Management through Call Centres in Banking sector, E- CRM in Banking and Insurance |
