Customer Relationship Management detailed Syllabus for MBA (Marketing), R19 regulation has been taken from the JNTUH official website and presented for the students affiliated to JNTUH course structure. For Course Code, Subject Names, Theory Lectures, Tutorial, Practical/Drawing, Credits, and other information do visit full semester subjects post given below. The Syllabus PDF files can also be downloaded from the universities official website.
For all other MBA (Marketing) 4th Sem Syllabus for R19 Regulation JNTUH, do visit MBA (Marketing) 4th Sem Syllabus for R19 Regulation JNTUH Subjects. The detailed Syllabus for customer relationship management is as follows.
Course Objectives:
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Learning Outcome:
Students will be able to understand
- need of CRM
- building customer relations
- CRM process
- CRM structures
- Planning and Implementation of CRM.
Unit I
Introduction to CRM: Concepts, Evolution, Need, understanding goals and objectives of CRM, Components of CRM, Benefits, CRM as a strategic marketing tool, CRM significance to the stakeholders, CRM Applications in Consumer and Business Markets, CRM Issues and Problems
Unit II
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Unit III
CRM Process: Introduction and Objectives of a CRM Process; an Insight into CRM and e-CRTA/online CRM, The CRM cycle i.e. Assessment Phase; Planning Phase; The Executive Phase; Modules in CRM, 4C’s (Elements) of CRM Process, CRM Process for Marketing Organization, CRM Value Chain, CRM Affiliation in Retailing Sector.
Unit IV
CRM Structures: Elements of CRM – CRM Process – Strategies for Customer acquisition – Customer Retention and Development – Strategies for Customer Retention, Models of CRM – G-SPOT Model, KOELs Model, WebQual Audit Model, ONYX Model – CRM road map for business applications.
Unit V
For the complete Syllabus, results, class timetable, and many other features kindly download the iStudy App
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Suggested Readings:
- G. Shainesh, Jagdish, N.Sheth, Atul Parvatiyar, Customer Relationship Management: Emerging Concepts, Tools and Applications, Macmillan 2005.
- Francis Buttle, Customer Relation Management: Concepts and Technologies, 2e, Routledge, 2013.
- Ekta Rastogi, Customer Relation Management: Text and Cases, Excel Books, 2011.
- Zikmund, Customer Relationship Management, Wiley 2012.
- Paul Greenberg, CRM at the speed of light, 4e, TMH, 2009.
- Lakshman Jha, Customer Relationship Management: A Strategic Approach, Global India Pvt Ltd, 2008.
For detail Syllabus of all other subjects of MBA Marketing, R19 scheme do visit Marketing 4th Sem Syllabus for R19 scheme.
For all the MBA results, visit JNTUH MBA all semester results direct links.