{"id":15685,"date":"2025-06-17T14:54:31","date_gmt":"2025-06-17T14:54:31","guid":{"rendered":"https:\/\/zedex.co.in\/vipulp\/?post_type=product&p=15685"},"modified":"2025-06-17T14:54:39","modified_gmt":"2025-06-17T14:54:39","slug":"customer-relationship-management","status":"publish","type":"product","link":"https:\/\/zedex.co.in\/vipulp\/product\/customer-relationship-management\/","title":{"rendered":"Customer Relationship Management"},"content":{"rendered":"

Syllabus<\/strong><\/h2>\n

(1)\u00a0\u00a0\u00a0\u00a0 Introduction to Customer Relationship Management:\u00a0<\/strong><\/h3>\n
    \n
  • Concept, Evolution of Customer Relationships: Customers as Strangers, Acquaintances, Friends and Partners.<\/li>\n
  • Objectives, Benefits of CRM to Customers and Organisations, Customer Profitability Segments, Components of CRM: Information, Process, Technology and People, Barriers to CRM.<\/li>\n
  • Relationship Marketing and CRM: Relationship Development Strategies: Organizational Pervasive Approach, Managing Customer Emotions, Brand Building through Relationship Marketing, Service Level Agreements, Relationship Challenges.<\/li>\n<\/ul>\n

     <\/p>\n

    (2)\u00a0\u00a0\u00a0\u00a0 CRM Marketing Initiatives, Customer Service & Data Management:<\/strong><\/h3>\n
      \n
    • CRM Marketing Initiatives: Cross-Selling and Up-Selling, Customer Retention, Behaviour Prediction, Customer Profitability and Value Modeling, Channel Optimization, Personalization and Event-Based Marketing.<\/li>\n
    • CRM and Customer Service: Call Center and Customer Care: Call Routing, Contact Center Sales-Support, Web Based Self Service, Customer Satisfaction Measurement, Call-Scripting, Cyber Agents and Workforce Management.<\/li>\n
    • CRM and Data Management: Types of Data: Reference Data, Transactional Data, Warehouse Data and Business View Data, Identifying Data Quality Issues, Planning and Getting Information Quality, Using Tools to Manage Data, Types of Data Analysis: Online Analytical Processing (OLAP), Clickstream Analysis, Personalisation and Collaborative Filtering, Data Reporting.<\/li>\n<\/ul>\n

       <\/p>\n

      (3)\u00a0\u00a0\u00a0\u00a0 CRM Strategy, Planning, Implementation & Evaluation:\u00a0<\/strong><\/h3>\n
        \n
      • Understanding Customers: Customer Value, Customer Care, Company Profit Chain: Satisfaction, Loyalty, Retention and Profits.<\/li>\n
      • Objectives of CRM Strategy, The CRM Strategy Cycle: Acquisition, Retention and Win Back, Complexities of CRM Strategy.<\/li>\n
      • Planning and Implementation of CRM: Business to Business CRM, Sales and CRM, Sales Force Automation, Sales Process \/ Activity Management, Sales Territory Management, Contact Management, Lead Management, Configuration Support, Knowledge Management.<\/li>\n
      • CRM Implementation: Steps: Business Planning, Architecture and Design, Technology Selection, Development, Delivery and Measurement.<\/li>\n<\/ul>\n
          \n
        • CRM Evaluation: Basic Measures: Service Quality, Customer Satisfaction and Loyalty, Company 3E Measures: Efficiency, Effectiveness and Employee Change.<\/li>\n<\/ul>\n

           <\/p>\n

          (4)\u00a0 \u00a0 CRM New Horizons:\u00a0<\/strong><\/h3>\n
            \n
          • e-CRM: Concept, Different Levels of E-CRM, Privacy in E-CRM:<\/li>\n
          • Software App for Customer Service:<\/li>\n
          • Activity Management, Agent Management, Case Assignment, Contract Management, Customer Self Service, Email Response Management, Escalation, Inbound Communication Management, Invoicing, Outbound Communication Management, Queuing and Routing, Scheduling.<\/li>\n
          • Social Networking and CRM.<\/li>\n
          • Mobile-CRM.<\/li>\n
          • CRM Trends, Challenges and Opportunities.<\/li>\n
          • Ethical Issues in CRM.<\/li>\n<\/ul>\n

             <\/p>\n

             <\/p>\n","protected":false},"excerpt":{"rendered":"

            TYBMS — SEMESTER – V<\/h3>\n

            Author: Jia Makhija<\/h2>\n

            SEVENTH REVISED EDITION 2024<\/h2>\n","protected":false},"featured_media":14828,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"product_brand":[],"product_cat":[1049,1092,1063,1062],"product_tag":[],"class_list":{"0":"post-15685","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-bms-b-com-ms","7":"product_cat-elective-marketing-semester-v-t-y-bms","8":"product_cat-semester-v-t-y-bms","9":"product_cat-t-y-bms","11":"first","12":"instock","13":"shipping-taxable","14":"purchasable","15":"product-type-simple"},"acf":[],"_links":{"self":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product\/15685","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/types\/product"}],"replies":[{"embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/comments?post=15685"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/media\/14828"}],"wp:attachment":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/media?parent=15685"}],"wp:term":[{"taxonomy":"product_brand","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_brand?post=15685"},{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_cat?post=15685"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_tag?post=15685"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}