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Customer Relationship Management CRM. S. AMEER HASAN RIZVI. Grading . 1 st & 2 nd Term 30 Marks Final 30 Marks Term Report 20 Marks Quizzes 5 Marks Home Assignments 10 Marks Class Attendance & Participation 5 Marks Total 100 Marks . CRM Course Outline .

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Customer Relationship Management CRM


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    1. Customer Relationship ManagementCRM S. AMEER HASAN RIZVI

    2. Grading • 1st & 2nd Term 30 Marks • Final 30 Marks • Term Report 20 Marks • Quizzes 5 Marks • Home Assignments 10 Marks • Class Attendance & Participation 5 Marks • Total 100 Marks

    3. CRM Course Outline • CRM Introduction • Group Exercises • Evolutions of Relationship with Customers • The Thinking behind Customer Relationships • Customer Relationships : Basic Building Blocks of IDIC and Trust • Identifying Customers • Differentiating Customers: Some Customer Are worth more than others • Differentiating Customer by their Needs. • Interacting with Customers: Customer Collaboration Strategy • Using the Tools Interactivity to Build Learning Relationships • CRM Channel Strategy • Channel strategy and Issues • Using Mass Customization to Build Learning Relationships • Measuring the Success of Customer Based Initiatives • Customer Analytics and the Customer Strategy Enterprise • Organizing and Managing the Profitable Customers-Strategy Enterprise • SAP CRM an Overview

    4. Others • Quizzes • Term Report • Home Assignment • Group Class Exercises

    5. Industries • Banking • Airlines • Retail • Insurance • Restaurants Chains • Automobiles • Pharmaceuticals • Hospitals • Telecommunications • FMCG