Customer Relationship Management Notes PDF, Syllabus | BCOM, BBA [2022]

  • Post last modified:20/03/2022
  • Reading time:6 mins read

Download Customer Relationship Management Notes, PDF, Books, Syllabus for B COM, BBA 2022. Get completely free access to the customer relationship management notes. Customer Relationship Management study material includes customer relationship management notes, customer relationship management book, courses, case study, customer relationship management syllabus, question paper, MCQ, questions and answers.

Customer Relationship Management Notes is available to download in customer relationship management pdf form from the below article.


Customer Relationship Management Syllabus

A detailed customer relationship management syllabus as prescribed by various Universities and colleges in India are as under. You can download the syllabus in customer relationship management pdf form.

  • UNIT 1: Introduction to CRM: Definition, Scope, Evolution and Transformation of Customers, Touch Point Analysis.

  • UNIT 2: Customer Value: Customer Relationship Styles, Types of Customer Value, Value Co-creation.

  • UNIT 3: Analysing Profitability of Customers: Lifetime Customer Value, Base Profit Analysis, Value Chain Analysis, Customer Defection. Customer Retention: Importance, Stages, Measurement, Customer Expectations: Managing and Delivering.

  • UNIT 4: Closed Loop Marketing (360 Degree Marketing) and, Data Mining, Cross-selling/up selling.

  • UNIT 5: Technology for Customer Relations: Contact centre Technology, Front Desk Management Technology, CRM Technology, Customer Data Management. e-CRM ; Its Importance; Recognising Barriers to Internet Adoption.

  • UNIT 6: Managing Customer Relationship: Stages, Techniques to Manage Relations, Customer Experience Management. Creating a Customer Profile; Knowing your Customers; Segmenting & Targeting Customers; Tools used for Segmenting & Targeting Customers.

  • UNIT 7: Delivering the Customer Offer: Developing and Deploying CRM Strategy: CRM Program Life Cycle, Building Blocks.

  • UNIT 8: CRM Measurement: CRM Metrics, Loyalty Programs, Types of Customer Metrics, Customer Indices: Composite and Values, Application of Metrics.

  • UNIT 9: Customer Privacy: Need, Importance and its Various Elements. Analysis of CRM Strategies and Approaches Practised by Successful Business Houses in India and Abroad.

  • UNIT 10: Emerging Trends in CRM, Sales Force Automation.

Customer Relationship Management Notes


Customer Relationship Management Questions and Answers

Some of the customer relationship management questions and answers are mentioned below. You can download the QnA in customer relationship management pdf form.


Customer Relationship Management Question Paper

If you have already studied the customer relationship management notes, then it’s time to move ahead and go through the previous year’s customer relationship management question paper.

It will help you to understand question paper patterns and types of customer relationship management questions and answer asked in B COM, M COM, MBA, BBA customer relationship management exams. You can download the syllabus in customer relationship management pdf form.

In the above article, a student can download customer relationship management notes for MBA 2nd year and customer relationship management notes for MBA 3rd semester. Customer Relationship Management study material includes customer relationship management notes, customer relationship management books, customer relationship management syllabus, customer relationship management question paper, customer relationship management case study, customer relationship management questions and answers, customer relationship management courses in customer relationship management pdf form.


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