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Assignment and preparation

Unit 10: Project WorkTopic 2 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

The subject teachers have to discuss with students on possible topics of the project work, availability and sources of literature, availability of data, data collection methods, appropriate tools of data analysis etc. relevant to the subject within 10 lecture hours.