Customer Relationship Management
Indian Institute of Technology, Kharagpur and NPTEL via Swayam
This course may be unavailable.
Week 1 : Introduction to CRM
Meaning and definition of CRM, benefits of CRM, why should businesses adopt CRM
Week 2 : Building Customer Relationships
The why’s and how’s of building relationships with customers.
Week 3 : Economics of CRM
Lifetime value of customer, Activity based costing for customer profitability analysis
Week 4 : CRM Applications
Applications of CRM in different industries
Week 5 : CRM in Business Markets
CRM practices in Business Markets
Week 6 : CRM implementation
CRM implementation process, precautions related to CRM implementation.