{"id":16217,"date":"2025-06-17T14:57:48","date_gmt":"2025-06-17T14:57:48","guid":{"rendered":"https:\/\/zedex.co.in\/vipulp\/?post_type=product&#038;p=16217"},"modified":"2025-06-17T14:57:54","modified_gmt":"2025-06-17T14:57:54","slug":"customer-relationship-management-as-per-nep-2020","status":"publish","type":"product","link":"https:\/\/zedex.co.in\/vipulp\/product\/customer-relationship-management-as-per-nep-2020\/","title":{"rendered":"Customer Relationship Management (As per NEP 2020)"},"content":{"rendered":"<h1>SYLLABUS<\/h1>\n<p><strong>MODULE &#8211; I:<\/strong><\/p>\n<p><strong>(1)\u00a0\u00a0 Customer Relationship Management:<\/strong><\/p>\n<ul>\n<li>Concept and Process of Customer Relationship Management, Objectives of CRM, Customer Value Management, Customer Satisfaction and Customer Retention.<\/li>\n<li>Measuring CRM, Customer Experience Management.<\/li>\n<\/ul>\n<p><strong>(2)\u00a0\u00a0 Customer Service and Customer Relationship Marketing:<\/strong><\/p>\n<ul>\n<li>Consumer Needs, Purchase Patterns, Concept of Consumer Behaviour, Importance of Consumer Behaviour.<\/li>\n<li>Nature of Customer Service, 4Cs in Customer Service Strategy, Relationship Marketing, Relationship Marketing Process, Strategies for Building Relationship.<\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>MODULE &#8211; II:<\/strong><\/p>\n<p><strong>(3)\u00a0\u00a0 Customer Loyalty and Customer Engagement:<\/strong><\/p>\n<ul>\n<li>Customer Loyalty and Perceived Goal, Strategies for Customer Loyalty Development, Role of Social Media in Changing customer Loyalty, Public Relations Strategies.<\/li>\n<li>Meaning of Customer Engagement, Customer Engagement Marketing Model.<\/li>\n<\/ul>\n<p><strong>(4)\u00a0\u00a0 E-CRM:<\/strong><\/p>\n<ul>\n<li>Approaches to CRM with Use of Different Software Packages, Operational CRM, Analytical CRM, Sales Intelligence CRM, Campaign CRM, Use of Internet Tools-Blogging, Twitter, Emails, Myspace, Facebook as Interactive Public Relations Tools.<\/li>\n<li>Data Security System and Privacy of customers collected information.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<h3>MCOM PART I &#8212; SEMESTER &#8211; II<\/h3>\n<h2>Author: Parveen Nagpal<\/h2>\n<h2>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 Prerna Sharma<\/h2>\n<h2>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 Jia Makhika<\/h2>\n<p>&nbsp;<\/p>\n<h1>FIRST EDITION<\/h1>\n","protected":false},"featured_media":15360,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"product_brand":[],"product_cat":[1290,1281,1280,1145,1287],"product_tag":[],"class_list":{"0":"post-16217","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-business-management-group-semester-ii-f-y-m-com-part-i","7":"product_cat-f-y-m-com-part-i","8":"product_cat-m-com-nep-2020","9":"product_cat-post-graduation-courses","10":"product_cat-semester-ii-f-y-m-com-part-i","12":"first","13":"instock","14":"shipping-taxable","15":"purchasable","16":"product-type-simple"},"acf":[],"_links":{"self":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product\/16217","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=16217"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/media\/15360"}],"wp:attachment":[{"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/media?parent=16217"}],"wp:term":[{"taxonomy":"product_brand","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_brand?post=16217"},{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_cat?post=16217"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/zedex.co.in\/vipulp\/wp-json\/wp\/v2\/product_tag?post=16217"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}