4251: Customer Relationship Management KL Diploma Syllabus for CA&BM 4th Sem 2015 Revision SITTTR

Customer Relationship Management detailed syllabus for Computer Application & Business Management (CA&BM) for 2015 revision curriculum has been taken from the SITTTRs official website and presented for the CA&BM students. For course code, course name, number of credits for a course and other scheme related information, do visit full semester subjects post given below.

For Computer Application & Business Management 4th Sem scheme and its subjects, do visit CA&BM 4th Sem 2015 revision scheme. The detailed syllabus of customer relationship management is as follows.

Course General Outcomes:

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SPECIFIC OUTCOMES

1. Understand Customer Relationship Management
   1. Define customer
   2. Define CRM
   3. State the needs and objectives of CRM
   4. Explain the components of CRM
   5. Explain the benefits and importance of CRM
   6. State Customer life cycle
   7. Explain Customer interaction
   8. Explain Customer Development Process
2. Understand SFA and EMA
   1. Definition and need of SFA
3. Barriers to successful SFA
   1. Explain Technological aspects of SFA
   2. Explain EMA, its components (Promotion, events loyalty, retention programmes)
   3. Explain Response management
   4. Explain Marketing campaign, business analytic tools
4. Understand data mining for CRM
   1. Define data mining
   2. List out information requirements for an effective CRM solution
   3. Explain the level of data mining operations
5. Understand eCRM
   1. Define e-CRM
   2. List out why e-CRM employed
   3. Explain the !’E’s” of e-CRM
   4. Describe the key e-CRM features
   5. Difference between CRM and eCRM
6. Understand Call centre
   1. State them meaning, functionality, technological implementation
   2. Explain ACD(Automatic Call Distribution),IVR(Interactive Voice response)
   3. Explain CTI (Computer Technology Integration)
   4. Explain web enabling the call centre
7. Understand care for the customer
   1. Explain how we can achieve this?
   2. Explain handling complaints
   3. Describe customer loyalty and customer insight
   4. Describe Roles, Responsibilities & Attributes of a receptionist
8. Understand Reception Office Communications
   1. Explain Communications-Verbal & Non-Verbal
   2. Describe written communication-Internal & External
   3. Explain Telecommunication
   4. Explain General Office Practice

Module I :

For the complete syllabus, results, class timetable, and many other features kindly download the iStudy App
It is a lightweight, easy to use, no images, and no pdfs platform to make students’s lives easier.
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Module II :

SFA- technological aspects- Barriers- EMA- components- response managementmarketing campaign-Data mining- levels of datamining- information requirements.

Module III :

For the complete syllabus, results, class timetable, and many other features kindly download the iStudy App
It is a lightweight, easy to use, no images, and no pdfs platform to make students’s lives easier.
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Module IV :

Care for the customer- Handling complaints- Customer loyalty- Customer InsightRoles of a receptionist-Office Communications-Telecommunications-General Office Practice.

BOOKS RECOMMENDED

For the complete syllabus, results, class timetable, and many other features kindly download the iStudy App
It is a lightweight, easy to use, no images, and no pdfs platform to make students’s lives easier.
.

For detailed syllabus of all other subjects of Computer Application & Business Management, 2015 revision curriculum do visit CA&BM 4th Sem subject syllabuses for 2015 revision.

To see the syllabus of all other branches of diploma 2015 revision curriculum do visit all branches of SITTTR diploma 2015 revision.