![]() ![]() – CRM links in e-Business – E-Commerce and Customer Relationships on the Internet – Enterprise Resource Planning (ERP), – Supply Chain Management (SCM), – Supplier Relationship Management (SRM), – Partner Relationship Management (PRM). ![]() Sales Force Automation – Sales Process, Activity, Contact- Lead and Knowledge Management – Field Force Automation. – CRM and Customer Service – The Call Centre, Call Scripting – Customer Satisfaction Measurement. Unit – IIĬRM in Marketing – One-to-one Relationship Marketing – Cross Selling & Up Selling – Customer Retention, Behaviour Prediction – Customer Profitability & Value Modeling, – Channel Optimization – Event-based marketing. MBA Customer Relationship Management Syllabus- 4th Semester Unit – IĬRM concepts – Acquiring customers, – Customer loyalty and optimizing customer relationships – CRM defined – success factors, the three levels of Service/ Sales Profiling – Service Level Agreements (SLAs), creating and managing useful SLAs. We also have provided the detailed syllabus of this subject so that candidates can follow the synopsis during studying. To prepare yourself for this, we have provided the best books suggested by the authors which will help you in learning. It serves to enhance the customer's overall experience. The entire relationship comprises direct interactions with customers, such as sales and service-related processes, and forecasting and analysis of customer trends and behaviors. Customer Relationship Management Books 2018Ĭustomer relationship management relates to the principles, practices, and guidelines that the industry follows when interacting with its customers. Implementing a CRM System gives businesses the tools to succeed, measure, and improve processes. The purpose of a CRM system is to attract and retain customers. It helps businesses develop prospects into customers by providing an efficient strategy for managing and storing information on leads. In this article, we are focusing on the subject Customer Relationship Management. ![]() The Books and Study Materials for the fourth semester MBA are now available on the official website.Candidates can download the notes and Study materials in pdf format. ![]()
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