Customer Relationship Management

Introduction to Customer Relationship Management
Introduction to Customer Relationship Management: Definition and Significance of Customer Relationship Marketing, The origin of CRM, key principle of relationship marketing, Types of CRM, Need for CRM, Strategies for building relationship, Customer Life Time Value

Building Customer Relationship Management
Building Customer Relationship Management:Relationship Marketing, CRM, and customer management
Customer acquisition and its economics, CustomerRetention & its economics, Stages of retention, Strategies to Prevent Defection and Recover Lapsed Customers. framework for customer retention improvement

Developing and managing and using customer databases
Developing and managing and using customer databases: customer-related databases, developing customer database, Customer information, Data: compiled, census, modeled
Database technology and hardware platform

Creating Value for customers:
Creating Value for customers: Introduction, Understanding Value, Sources of customer value: value from products, service, processes, people, physical evidence, customer communication, channels.

Managing relationship with supplier and partner:
Managing relationship with supplier and partner: Supplier relationship, Trends in supplier relationship management
Partner relationship, Partners in value creation, Partners in value delivery: Agents, brokers, management contractors, consortia, Franchisees, Licensees
Concept of BIG data and artificial intelligence