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Project requirement

Unit 10: Project WorkTopic 1 of 2

Browse the Customer Relationship Management syllabus

Customer Relationship Management

10 units

1 Introduction
- CRM foundations and value
- Types, aspects and strategy stages
2 Customer Care and Delighting Customers
- Customer care, delight and expectations
- Customer care programmes
3 Building Customer Loyalty
- Loyalty foundations and factors
- Attitudinal and behavioral loyalty
4 Customer Retention
- Retention and customer life cycle
- Retention strategies and complaints
5 Measuring Customer Satisfaction
6 Customer Service Planning
- Service concept, cost and value
- Service strategy and quality management
7 Implementation of Customer Relationship Management System
- Implementation considerations and problems
- Problem prevention and implementation steps
8 Customer Data Management and Warehousing
- IT, customer data and collection
- Data warehouse components and steps
9 CRM Practice in Nepal
10 Project Work
- Project requirement
- Assignment and preparation

What the syllabus expects

After the completion of fourth year concentration classes the students shall have to prepare and submit a project work in the area they have specialized.