CUSTOMER RELATIONSHIP MANAGEMENT
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CUSTOMER RELATIONSHIP MANAGEMENT SOLVED PAPERS AND GUESS
Product Details: GITAM University CUSTOMER RELATIONSHIP MANAGEMENT
Format: BOOK
Pub. Date: NEW EDITION APPLICABLE FOR Current EXAM
Publisher: MEHTA SOLUTIONS
Edition Description: 2021-22
RATING OF BOOK: EXCELLENT
ABOUT THE BOOK
FROM THE PUBLISHER
If you find yourself getting fed up and frustrated with other GITAM University book solutions now mehta solutions brings top solutions for GITAM University CUSTOMER RELATIONSHIP MANAGEMENT contains previous year solved papers plus faculty important questions and answers specially for GITAM University .questions and answers are specially design specially for GITAM University students .
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FULLY SOLVED BOOK LASY 5 YEARS PAPERS SOLVED PLUS GUESS
CUSTOMER RELATIONSHIP MANAGEMENT
UNIT-I:Introduction to Customer Relationship Management, Need for CRM, benefits of CRM, CRM model, Customer life time value, Customer Retention, Determinants of retention.CustomerLoyalty: attitudinal VS Behavioural loyalty, types of loyalty, loyalty ladder, loyalty classification on profitability and duration, types of loyalty programmes, Process of designing loyalty programme.
UNIT-II: Process of CRM, CRM process in retailing, CRM in services marketing : Quality dimensions and service gaps, CRM in Business organisations (B2B), Features & advantages of e-CRM;CRM Cycle.
UNIT-III:Toolsand techniques inCRM
Data and its importance in CRM, Customer database, Passive marketing database and Active marketing database Data Warehouse: Features of Data Warehouse, ETL process, Multidimensional Analysis .Analytical CRM through Data Mining: Concept of Data Mining, Techniques. Applications in CRM: Customer Segmentation, Customer Churn Prediction, Market Basket Analysis
.
UNIT-IV: CRM & Marketing channels
Distribution Channels: Functions of distribution channels, Factors affecting CRM through distribution channels, Major challenges in facing CRM through distribution channels. Communication channels: Importance of communication channels, Emerging trends of Communication channels in CRM
UNIT-V:Implementation of CRM: Elements of CRM System, CRMimplementation – Barriers and Challenges.
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