● CRM Definition, Need and Importance : Conceptual Framework of Customer Relationship
Management ; The Value Pyramid , Customer Interaction Cycle ,Customer Profiling and
Total
- 127 -
● Customer Experience, Goals of a CRM Strategy and Obstacles, CRM Solutions Map,
Discussing
● People, Processes and Technology, CRM myths. CRM Technology and Data Platforms,
Database and Data
● Management, and the role of Business Intelligence (BI) in CRM, Database and customer
data development Overview, the link between CRM and database marketing, importance
of customer value, Retention satisfaction-loyalty-profit Business-to-Business CRM,
Impact of Customer Relationship management on Sales & Marketing
● Strategy, Customer Management organization, Information Capture and alignment of
technology,
● Steps in Developing CRM strategy. Categories of measurement of CRM effectiveness
CRM’s impact on company efficiency, effectiveness,
● Employee behavior Consumer privacy concerns, privacy and ethical compliance Social
Networking and CRM, CRM trends, Challenges and Opportunities. Presentation on project
report
● Mapping Course Learning Outcomes (CLOs) with the PLOs: