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Customer Relationship Management
Customer Relationship Management: syllabus and study notes
10
units
22
topics
Unit 1
Introduction
CRM foundations and value
Types, aspects and strategy stages
Unit 2
Customer Care and Delighting Customers
Customer care, delight and expectations
Customer care programmes
Unit 3
Building Customer Loyalty
Loyalty foundations and factors
Attitudinal and behavioral loyalty
Unit 4
Customer Retention
Retention and customer life cycle
Retention strategies and complaints
Unit 5
Measuring Customer Satisfaction
Satisfaction measurement and service costs
Surveys and triangular relationship
Measurement tools and techniques
Unit 6
Customer Service Planning
Service concept, cost and value
Service strategy and quality management
Unit 7
Implementation of Customer Relationship Management System
Implementation considerations and problems
Problem prevention and implementation steps
Unit 8
Customer Data Management and Warehousing
IT, customer data and collection
Data warehouse components and steps
Unit 9
CRM Practice in Nepal
CRM evolution and global dimension
Nepalese implementation and future
Assigned project work
Unit 10
Project Work
Project requirement
Assignment and preparation