BBA304 Customer Relationship Management UNIT-1 Definition and Concept of CRM Components of CRM Understanding the Goals of CRM Customer Touch Point UNIT-2 Inductions and Objectives of a CRM Process An insight into CRM and e-CRTA / Online CRM The CRM Cycle i.e. Assessments Phase, Planning Phase, The Executive Phase Modules in CRM 4C's Elements of CRM process CRM Process For Marketing Organizations CRM Affiliation in Retailing Sector UNIT-3 Developing CRM Strategy Role of CRM in Business Strategy Understanding Service Quality: Technical, Functional and Dimensionals of Service Quality Managing Customer Communications UNIT-4 Choosing the right CRM Solution Framework for Implementing CRM: A Step by Step Process Five Phases of CRM Projects Development Customizations Best Test and Data Import Train and Retain Roll Out and System Hand Off Support UNIT-5 Sales Force Automation: Sales Process, Activity, Contact, Lead and Knowledge Management Field Force Automation CRM Links in E-Business , E-Commerce and Customers Relationship on the Internet CRM Supplier Roles and Importance
