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Customer Relationship Management has been capturing the attention of management theorists as well as practicing managers. With customers becoming more knowledgeable about the choices available to them, companies try their utmost to attract, retain and grow their customer base. A competency in customer relation management can be a major source of competitive advantage for any company, and companies often employ people to advise and aid them in managing their relationships with customers better.
The PG Diploma Program in Customer Relationship Management is designed to aid students/executives in acquiring the necessary skills and knowledge to make successful careers in the field of customer relationship management.
Program Structure
The program covers all the important topics related to Customer Relationship Management in two groups. The structure of the program is given below:
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Group/Part |
Subjects |
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Group A |
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Part I |
Customer Relationship Management-I |
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Part II |
Customer Relationship Management-II |
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Group B |
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Part III |
Customer Relationship Management-III |
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Part IV |
Customer Relationship Management-IV |
Outline Curriculum
Group A
Part I: Customer Relationship Management - I
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Introduction to Customer Relationship Management (CRM)
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The New Focus on Customer Loyalty
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From Customer Acquisition to Customer Loyalty to Optimizing the Customer Experience
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CRM and Business Intelligence
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From Product to Customer : Marketing Retrospective
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Campaign Management
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CRM Marketing Initiatives
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Customer Privacy
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The Call Center and Customer Care
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Sales Force Automation
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CRM in E-Business
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Evolution of e-CRM
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Partner Relationship Management
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Analytical CRM
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Case Studies
Part II: Customer Relationship Management - II
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Planning the CRM Program
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Defining CRM Success
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Preparing CRM Business Plan
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Understanding Business Processes
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Integrating CRM with the Business Process
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Choosing the CRM Tool
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Maintaining Customer Focus
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Defining Technical Requirements
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Other Development Approaches
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Managing the CRM Project
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CRM Implementation
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The Future of CRM
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Case Studies
Group B
Part III: Customer Relationship Management - III
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Putting CRM to Work
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Need for a Market-Intelligent Enterprise
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Creating loyalty
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Customer Acquisition and CRM
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Need for Effective Channel and Product Strategies
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CRM Through New Product Development
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Channel Management and CRM
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Electronic CRM
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Challenges in Delivering True e-CRM
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Case Studies
Part IV: Customer Relationship Management - IV
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Tools for CRM
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Three Ws of Technology: Database Marketing, Data Warehousing and Data Mining
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Enabling the CRM Strategy
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Catalytic Measures to Improve CRM
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Best Practices in Outsourcing CRM
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Learning and Knowledge Management Programs in the age of CRM
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Implementing CRM
Case Studies
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©
2005-08 The ICFAI University, Tripura. All rights reserved. Contact
The ICFAI University, Tripura
for further information. |
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