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Book Details

Customer Relationship Management (Marketing Elective)

Customer Relationship Management (Marketing Elective)

Published by SIA Publishers and Distributors (P) Ltd.

Course Code : MBA IV-Sem (JNTU-H)
ISBN : 9700112233314
Author : SIA PUBLISHERS
University : Jawaharlal Nehru Technological University, Hyderabad (JNTUH)
Regulation : 2020
Categories : Management
Format : ico_bookPDF (DRM Protected)
Type :

eBook

Rs.109 Rs.76 Rs.30% off

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Description :

UNIT - I

Introduction to CRM

Concepts, Evolution, Need, Understanding Goals and Objectives of CRM, Components of CRM, Benefits,

CRM as a Strategic Marketing Tool, CRM Significance to the Stakeholders, CRM Applications in Consumer

and Business Markets, CRM Issues & Problems.

UNIT - II

Building Customer Relations

Customer Information Database – Customer Profile Analysis - Customer Perception, Expectations Analysis

– Customer Behaviour in Relationship Perspectives; Individual and Group Customer’s -Customer Life Time

Value – Selection of Profitable Customer Segments - Customer Life Cycle, Business Networks and CRM.

UNIT - III

CRM Process

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 Value Chain, CRM Affiliation in Retailing Sector.

UNIT - IV

CRM Structures

Elements of CRM – CRM Process – Strategies for Customer Acquisition – Customer Retention and Development

– Strategies for Customer Retention, Models of CRM – GSPOT Model, KOEL’s Model, WebQual Audit Model,

ONYX Model - CRM Roadmap for Business Applications.

UNIT - V

CRM Planning and Implementation

Strategic CRM Planning Process – Implementation Issues – CRM Tools- Analytical CRM – Operational CRM

– Call Centre Management – Role of CRM Managers, Trends in CRM- e-CRM Solutions – Features and

Advantages of e-CRM, Functional Components of e-CRM - Data Warehousing – Data mining for CRM – an

Introduction to CRM Software Packages.

 

Note : Customer Relationship Management (Marketing Elective) MBA (IV - Sem) JNTU-Hyderabad, 2020

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: https://www.siapublishers.com/