Customer Relationship Management Syllabus Pdf, Customer Relationship Management In Banking Sector A Comparative Study Of Sbi And Other Nationalised Commercial Banks In India Pdf Free Download

The relationship oriented organisation 4.

Customer relationship management strategy examples. Develop skills to analyse and synthesise information and issues related to customer relationship management from several perspectives. 1 c ustomer relationship management mkt4610 instructor. Alwa positive more so in case of customer retention.

Lau ming wai academic building 10 235 by appointment class. This class will explore the opportunities and challenges presented by a popular business practice customer relationship management crm. By francis buttle 2.

Kumar regents professor richard and susan lenny distinguished chair professor of marketing and executive director center for excellence in brand customer management and director of the phd. This course hopes to keep our mba students in the cutting edge of todays marketing practices. For a relationship it takes two to tango.

Fundamental concepts of customer relationship management 2. Crm is considered the new mantra of marketing. Week 1 topics covered.

Measuring learning and optimising 10. At the heart of crm is measuring and managing customer value the value to the customer as a means to create value to the firm. Segmentation and selection 8.

Retention and cross sell analysis 9. It is also helpi businesses shift from a short term transaction based mode of operation their interactions with customers to a long term. Customer data management 6.

Online customer relationship management syllabus fall 2020. Mack robinson college of business. This is when custom relationship management comes in to play with helps in both winning a retaining customers thus ensuring long term profitably.

A knowledge of customer service culture basic customer communication skills knowledge of customer service and behavior skills for handling customer problems skills for managing personal stress and time while serving customers skills to enhance customer relationships an understanding of trends in customer service for the twenty first century. Syllabus welcome to customer relationship management. Relationship management does mean making all customers as loyal as possible.

Customer knowledge strategy 5. This course examines customer relationship management crm and its application in marketing sales and service. Yeung kin man academic building b4302 sa1 s01 monday 900 am 1150 am yeung kin man academic building p4302 sa2 s02 tuesday 300 pm 600 pm textbooks.

Customer relationship management crm mk 8710 syllabus fall 2018 professor v. Develop understanding about customer relationship management concepts and frameworks and how these are applied to form relationships with customers and other internal and external stakeholders. Sometimes customer value is maximized with single interactions.

Required managing customer. Effective crm strategies help companies align business process. Participant introduction and objectives program overview introduction to crm theory brief history of crm development understand the concepts of customer value and customer relationship management explain the relevance of crm with respect to changes in consumers marketing places.