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CUSTOMER RELATIONSHIP MANAGEMENT CRM S. AMEER HASAN RIZVI

Customer Relationship Management CRM

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Customer Relationship Management CRM. S. AMEER HASAN RIZVI. Grading . 1 st & 2 nd Term 30 Marks Final 30 Marks Term Report20 Marks Quizzes 5 Marks Home Assignments10 Marks Class Attendance & Participation 5 Marks Total 100 Marks . CRM Course Outline . - PowerPoint PPT Presentation

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Page 1: Customer  Relationship Management CRM

CUSTOMER RELATIONSHIP

MANAGEMENT

CRM

S. AMEER HASAN RIZVI

Page 2: Customer  Relationship Management CRM

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

Page 3: Customer  Relationship Management CRM

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

Page 4: Customer  Relationship Management CRM

Others Quizzes Term Report Home Assignment Group Class Exercises

Page 5: Customer  Relationship Management CRM

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