CCSU Customer Relationship Management CRM Notes

Chaudhary Charan Singh University CCSU BBA 3rd Semester CCSU BBA304 CCSU Customer Relationship Management CRM Syllabus and Free Notes Download Candidates Can Direct Download CCSU Meerut BBA CRM Full Notes @

1st UNIT

Definition and Concepts of CRM View
History of CRM, Types, Characteristics, Strategic CRM, Operational CRM View
Components of CRM View
Understanding the goal of CRM View
Customer Touch Points View

2nd UNIT

Introduction and Objectives of a CRM Process View
An Insight into CRM and e- CRTA/online CRM View
The CRM cycle i.e. Assessment Phase; Planning Phase; The Executive Phase View
Modules in CRM View
4C’s (Elements) of CRM Process View
CRM Process for Marketing Organization View
CRM Affiliation in Retailing Sector View

3rd UNIT

Developing CRM Strategy View
Role of CRM in business strategy View
Understanding Service Quality: Technical, Functional, and dimensions of service quality View
Managing Customer communications View

4th UNIT

Choosing the right CRM Solution View
Framework for Implementing CRM: A Step-by-Step Process View
Five Phases of CRM Projects View
Development Customizations View
Beta Test and Data Import View
Train and Retain View
Roll out and System Hand-off Support View

5th UNIT

Sales Force Automation: Sales Process, Activity, Contact, Lead and Knowledge Management View
Field Force Automation View
CRM Links in E-Business, E-Commerce and Customer Relationships on the Internet View
CRM Supplier Role and Importance View

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