5259A: Customer Relationship Management Lab Syllabus for Computer Application & Business Management 6th Sem 2021 Revision SITTTR (Professional Elective-II)

Customer Relationship Management Lab detailed syllabus for Computer Application & Business Management (CB) for 2021 revision curriculum has been taken from the SITTTRs official website and presented for the Computer Application & Business Management (CB) 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 6th Sem scheme and its subjects, do visit Computer Application & Business Management (CB) 6th Sem 2021 regulation scheme. For Professional Elective-II scheme and its subjects refer to Computer Application & Business Management (CB) Professional Elective-II syllabus scheme. The detailed syllabus of customer relationship management lab is as follows.

Course Objectives:

• To stimulate students’ learning motivation and enhance their ability to apply CRM concepts and tools covered in class to real world scenarios.

Course Outcomes:

On completion of the course, students will be able to:

1. Identify activities involved in Front office operations.
2. Apply knowledge about spreadsheet in CRM and make use of AI in CRM.
3. Demonstrate Functioning of Call Centers.
4. Handle Customer Complaints & select the best CRM implementation practices.

Module 1:

1. Identify the components and functions of a front office executivein a firm under hospitality sector
2. Identify the components and functions of a front office executivein a hospital

Module 2:

1. Use Google Form to conduct data mining activities for fostering customer relationship.
2. Make use of excel master sheets in customer relationship management
3. Demonstrate the use of GPS, Chatbots, and Smartphone Camera for fostering Customer Relationship.

Module 3:

1. Identify the operations of a Call Centre.
2. Classify the types of call Centre and identify the skills required by Call Centre operators.
3. Handling Mock Calls based on various real world situations

Module 4:

1. Exhibit the procedure for handling customer complaints.
2. Case study analysis on CRM Implementation practices in different sectors (Banking/ Hotel/Hospital)

Reference Books:

1. Alok Kumar Rai, Customer Relationship Management: Concepts and Cases
2. Francis Buttle, Customer Relationship Management: Concepts and Technologies, 4th edition, Routledge publishers—May 9, 2019
3. DeepaPatel,Beyond CRM Basics: An MVP Guide to Expand Your Knowledge and Grow Your Career, Paperback, Createspace Independent publishers—October 24, 2017

Online Resources

1. http://nmasse.com/courses/ecom250/crm.htm
2. https://www.greatideasforteachingmarketing.com/category/services-marketing/
3. www.crmguru.com
4. www.destinationcrm.com
5. http://customerthink.com/3-top-trends-impacting-customer-experience-in-2020/

For detailed syllabus of all other subjects of Computer Application & Business Management, 2021 revision curriculum do visit Computer Application & Business Management (CB) 6th Sem subject syllabuses for 2021 revision.

To see the syllabus of all other branches of diploma 2021 revision curriculum do visit SITTTR diploma all branches syllabus..

To see the results of Computer Application & Business Management of diploma 2021 revision curriculum do visit SITTTR diploma results..

For all Computer Application & Business Management academic calendars, visit Computer Application & Business Management all semesters academic calendar direct link.