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 @ niiss.org
1st UNIT
| TOPICS | Links |
| 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
| TOPICS | Links |
| 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
| TOPICS | Links |
| 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
| TOPICS | Links |
| 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
| TOPICS | Links |
| 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 |