Customer relationship management crm is to create a competitive advantage by being the best at understanding, communicating, delivering, and developing. The customer lifecycle is introduced as integrating framework. Customer relationship management this booklet is designed to help small and medium business. U covers the latest syllabus prescribed by osmania university for regulation 2021. Customer relationship management crm course outline. Introduction to supply chain management syllabus for tra 3155 crn 50223 lutgert college of business florida gulf. Ba7015 customer relationship management syllabus notes. This course will keep masters students in the cutting edge of todays marketing practices. Syllabus welcome to customer relationship management. Mark 7377 customer relationship management database marketing spring 20 last updated. Available for office call without an appointment on wed from 9. The an importance of customer profitability and lifetime value as a criterion in crm decisions is emphasized.
Course objectives this course is focused on the holistic understanding of customer relationship management. Mse 44125 customer relationship management mse 44126 rural marketing human resource management mse 43127 human resources development mse 43128 personnel management and industrial. He built his organization around a customer oriented philosophy. For detail syllabus of all other subjects of mba marketing, r19 scheme do visit marketing 4th sem syllabus for r19 scheme. Fundamental concepts of customer relationship management 2. Mark 7377 customer relationship management database.
In this course, we examine crm as a business strategy that integrates internal processes and external networks to create and deliver value for targeted customers. Customer relationship management revised tybms syllabus. Customer relationship management crm represents marketings return to its preindustrial revolution origins of doing business through onetoone relationships, using the new. Its time to try istudy app for latest syllabus, timetables and. Jan 27, 2021 customer relationship management role and impact of customer relationship management, stages in customer relationship management process. The crm course is split into the following modules. Today it can be said that customer is a modern dictator, according to whom the. If you want to understand how to better meet your clients needs, this booklet is for you.
All rights reserved, indian institute of management bangalore. This course provides a foundational workshop on customer relationship management crm, which is a major component of organizational business intelligence bi. The first theme explores what customer relationship management and customer equity mean. This course examines customer relationship management crm and its application in marketing, sales, and service. Mainly, the crm software allows businesses to manage business relationships, the data and the information associated with them.
It could mean communication channels such as the web or email, voice applications, or snail mail. Administrative master syllabus administrative master syllabus revised february 2016 page 1 of 5 purpose. Customer relationship management zagreb school of economics and management 1 course syllabus 2015 customer relationship management elective, ects 5 misija zsema je prenijeti vrijednosti, znanja i vjestine potrebne studentima za dugorocan uspjeh u. Oct 16, 2017 customer service and relationship management at nordstrom. Contacts with a customer can be managed by phone, fax and email. Mktg 403 marketing management credit hours 8 week course. Mba in customer relationship management crm is a twoyear postgraduate program that offers knowledge about various different techniques and skills regarding customer s relationships and how to maintain those relationships for a long run for companies benefit by using new marketing tools and technologies. Customer relationship managers analyse customer interactions and data throughout the customer lifecycle to assist in customer retention and driving sales growth. Sia publishers, published by sia publishers and distributors p ltd. He believed in people and realized that consistently exceeding their expectations led to success and good conscience. Explain companywide strategic planning and its four steps. A business guide to customer relationship management, jill dyche, addisonwesley professional, 2001.
Customer relationship management concepts or theories and at least 2 or more research citations of quality literature in your analysis. Keyword syllabus customer relationship management, relationship marketing, loyalty, customer life time value. Jane jeongin park email protected semester b 20182019 office hours. The fundamental factor behind any successful company is not just the ceo, the business innovation, or the technology, but its the loyalty of its customer base. According to payne and frow 20, relationship marketing and customer relationship management crm can be jointly utilized to provide a clear. Customer relationship management crm can be defined as the practices, strategies and technologies used by different companies to improve customer service relationships. Discussion 25 points opening exercise 0 points mastery exercise 10 points critical thinking 60 points 3 chapters 5 and 6 in dalrymples sales management. Successful crm software solution are built around the people and relationships as in any business, you need to. Students will show a comprehension of the nature of consumer and business markets and effective marketing principles for each. Others prefere to call it client relationship management. Our experts have carefully maintained exam structure, syllabus, topic weights, cut score and time duration same as actual sap customer relationship. It is the intention of this administrative master syllabus to provide a general description of the course, outline the. Introduction to supply chain management syllabus for tra 3155 crn 50223 lutgert college of.
Customer relationship management notes chapter 1 introduction to crm syllabus who is customer. The syllabus pdf files can also be downloaded from the universities official website. Customer relationship management mcq with answers crm. Emerging concepts in customer relationship management. Customer relationship management course outline hr pulse. Apr 03, 2021 class syllabus pdf textbook info included info. The second theme emphasizes the analysis of customer database, with a particular. Page 6 it could mean a portal, a partner relationship management prm application, or a customer interaction center cic. Updated information like income details at different frequencies. Relationship management does mean making all customers as loyal as possible. Customer relationship management crm is one of the most important components for sustenance and growth of an organization. Chapter 10 customer relationship management chapter 11 global location decisions video demo 4. Understanding customers identifying customers two categories of customers.
Mar 4232 retail management syllabus spring 2014 term instructor. Lau ming wai academic building 10235 by appointment class. The customer relationship management course aims at providing students with an understanding of the principles, techniques and practices of crm, that is appreciate the complexity of valuing customers, of collecting and managing relationship data, of identifying. Taking an honest look at your own customer service 3. 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. Find courses business management mrkg mrkg customer relationship management mrkg 1 361 customer relations syllabus mrkg 1 361 customer relations menu.
Winter semester 2014 mba 6191 customer relationship. Cismktg4500 customer relationship management western. Customer relationship management notes mba pdf download. Crm customer relationship management, scm supply chain management, hrms human resource management systems, to name a few. Mar 4232 retail management syllabus spring 2015 term. Customer relationship management crm has come a long way from its roots in direct. Increased revenues, profits, and shareholder value are the result of. General principles of customer relationship management including skills, knowledge, attitudes and behaviors. It is important that such a course gives students a real world understanding of crm. This class will explore the opportunities and challenges presented by a popular business practice customer relationship management crm. The objective of this business and management course is to equip you with a sound foundation of crm concepts and best practices so you can implement crm practices. Nordstroms unwavering customer focused philosophy traces it roots to founder johan nordstroms values. It is the intention of this administrative master syllabus to provide a general description of the course, outline the required elements of the course and to lay the foundation for course assessment for the improvement of student learning, as. Mba customer relationship management syllabus, colleges.
The customer relationship management crm literature recognizes the longrun value of potential and current customers. Regulations and compliance technology for retail banking static information, account opening, basic loan origination data etc. Crm, or customer relationship management, is the methodologies and tools, including online customer service technology, that help businesses manage customer relationships and deliver superior customer service. Lab is part of this course and it is the practice of theory and skills with lab. This philosophy, with the development of information technologies in past twenty years, has experienced a change. Syllabus mrkg 1 361 customer relations mynctc home.
V sem subject customer relationship management unit i introduction to crm. Principles of management and organizational behaviour. Mba customer relationship management syllabus 4th semester. Crm customer relationship management courses, fees.
In todays corporate world staying competitive, efficient and effective, are key. Ba7 015 notes syllabus all 5 units notes are uploaded here. Crm concepts acquiring customers, customer loyalty and. Customer relationship management pondicherry university. Crm discussions and assignments will address relationship marketing with both organizational. This course examines customer relationship management crm and its application in marketing. The customer relationship management is the procedure that is crucial for every business. The importance of relationships loyalty in relationships the importance of crm to an organisation customer relationship management as a product customer relationship management as a process. This course hopes to keep our mba students in the cutting edge of todays marketing practices. 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 twentyfirst century. Building and managing relationships as valuable assets, harvard business school press customer relationship management, icfai press g shainesh, jagdish sheth. Customer relationship management crm course oplex careers. Customer relationship management mcq crm multiple choice question with answers for preparation of academic and competitive exams.
Mark1014 customer relationship management unsw business. S2syllabus 2019 strategic customer management pierre volle. Creating a technology strategy 2 sessions developing an it strategy. Nashville state community college business, management. Customer relationship management mcq with answers crm mcqs. Customer relationship management revised tybms syllabus 2016 modules at a glance sn modules no. Jul 20, 2020 zikmund, customer relationship management, wiley 2012. Customer relationship management is a business strategy that is based on the philosophy of customer is king, ie. This syllabus contains a detailed description for each session to facilitate preparation. Customer relationship management fall semester, 2015. Paul greenberg, crm at the speed of light, 4e, tmh, 2009. Effective crm strategies help companies align business process.
Mar 4232 retail management syllabus spring 2014 term. Apr 05, 2021 customer relationship management 3 credit hours. Syllabus of customer relationship management as prescribed by various universities and colleges. The case paper is to include the following headings. Mrkg 1 customer relationship management 3 credit hours 2 classes inet. Students will examine internal and external customer relationship management strategies. Yeung kin man academic building b4302 sa1, s01 monday 9. Nov 20, 2015 anna university ba7015 customer relationship management syllabus notes 2 marks with answer is provided below. Discuss customer relationship management, and identify strategies for creating value for customers and capturing value from customers in return. Customer relationship management, also known as crm, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably.
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