Customer Relationship Management
- Lecture Notes, Study Materials and Important questions answers

Subject : Customer Relationship Management

INTRODUCTION

1. Customer Relationship Management - Answer (click here)
2. Concept and Context of Relationship Management - Answer (click here)
3. Evoluation of CRM - Answer (click here)
4. Transactional Vs Relationship Approach - Answer (click here)
5. CRM as a Strategic Marketing Tool - Answer (click here)
6. Important answers: Customer Relationship Management - Introduction - Answer (click here)

UNDERSTANDING CUSTOMERS

1. Customer Information Database - Answer (click here)
2. Developing a Customer Information Database - Answer (click here)
3. Customer Profile - Answer (click here)
4. Factors Influencing Customer Expectations of Services - Answer (click here)
5. Customer Perception Analysis - Answer (click here)
6. Customer or Consumer Behavior - Answer (click here)
7. Individual and Group Customer - Answer (click here)
8. Selection of Profitable Customer Profitability - Answer (click here)
9. Important answers: Understanding Customers - Answer (click here)

CRM STRUCTURES

1. Customer Relationship Management (CRM) Structures - Answer (click here)
2. Important answers: CRM Structures - Answer (click here)

CRM PLANNING AND IMPLEMENTATION

1. CRM Planning and Implementation - Answer (click here)
2. CRM Implementation (Phases) - Answer (click here)
3. CRM Tools - Answer (click here)
4. Analytical CRM - Answer (click here)
5. Operational CRM - Answer (click here)
6. Call center management - Answer (click here)
7. Role of CRM manager - Answer (click here)
8. Important answers: CRM Planning and Implementation - Answer (click here)

TRENDS IN CRM

1. e-CRM Introduction - Answer (click here)
2. Data warehousing - Answer (click here)
3. An Introduction to CRM Packages - Answer (click here)
4. Important answers: Trends in CRM - Answer (click here)
5. Various software packages used for CRM - Answer (click here)