MANAGING CUSTOMER RELATIONSHIPS
SOLVED PAPERS AND GUESS SOLVED PAPERS AND GUESS
Product Details: Amity university bba MANAGING CUSTOMER RELATIONSHIPS SOLVED PAPERS AND GUESS
Pub. Date: NEW EDITION APPLICABLE FOR Current EXAM
Publisher: MEHTA SOLUTIONS
Edition Description: 2021-22
RATING OF BOOK: EXCELLENT
ABOUT THE BOOK
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Module I Introduction and Significance of Customer Relationship Management
Definition of CRM Purpose and benefits of CRM, Types of CRM CRM Decisions CRM Model Understanding Principles of Customer Relationship Relationship Building Strategies Building Customer Relationship Management by Customer Retention Stages of Retention
Understanding Strategies to Prevent Defection and Recover Customers. CRM Applications.
Module II CRM Process
Introduction and Objectives of a CRM Process Key e-CRM and m-CRM features The CRM cycle i.e. Assessment Phase Planning Phase The Executive Phase Modules in CRM 4C’s (Elements) of CRM Process
Module III Managing Customer Relationship
Introduction (Pre Industrial age, Industrial age , Service Economy age, Knowledge Economy Age), Key Principles of Relationship marketing, Managing the customer as an asset,Customer Touch points Customer privacy
Module IV : Managing different stages of CRM
Customer Acquisition Strategies, Customer Retention Strategies The add-on-selling, Customer Equity Customer Metrics Customer loyalty Life time value The value of measuring customer satisfaction, Conflicts and Customer Complaint Management.
Module V Issues and Challenges in Implementation of CRM
CRM Implementation Road Map, CRM Roadblocks (4P’s), Potential Rewards from CRM Implementation Future of CRM.
