BBA-304 Customer Relationship Management

Unit 1 (book)
Definition and concepts of CRM
Components of CRM
Understanding the goal of CRM
Customer Touch Points

Unit 2 (book)
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 Affiliation in Retailing Sector

Unit 3 (book)
Developing CRM Strategy
Role of CRM in business strategy
Understanding Service Quality: Technical, Functional, and dimensions of service quality
Managing Customer communications

Unit 4 (book)
Choosing the right CRM Solution
Framework for Implementing CRM: A Step-by-Step Process
Five Phases of CRM Projects
Development Customizations
Beta Test and Data Import
Train and Retain
Roll out and System Hand-off Support

Unit 5 (book)
Sales Force Automation: Sales Process, Activity, Contact, Lead and Knowledge Management
Field Force Automation
CRM Links in E-Business, E-Commerce and Customer Relationships on the Internet
CRM Supplier Role and Importance