| Lecture No. | Description | Lecture By |
|---|---|---|
| Lecture 1 | CRM: Meaning, definition and its fundamentals | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 2 | E-CRM | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 3 | CRM Technology components | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 4 | Managing customer relationships-various techniques | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 5 | Defining your CRM process | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 6 | Customer life style | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 7 | Customer interaction | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 8 | The economic value of CRM | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 9 | Developing customer intelligence and CRM strategy | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 10 | CRM architecture | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 11 | EMA Components like promotions | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 12 | Events loyalty and retention programs | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 13 | Marketing Campaign-Campaign Planning and Management | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 14 | Response Management | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 15 | Sales force Automation (SFA)-Technological Aspects | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 16 | Need and barriers to successful Sales Force Automation functionality | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 17 | Pre-implementation- requirements gathering | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 18 | Prototyping and detailed proposal generation | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 19 | Building the CRM Data warehouse | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 20 | Overview of Data Warehouse Methodology | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 21 | Customer Centricity; use of Call Centre for Customer Interaction | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 22 | Technological implementation using ACD (Automatic Call Distribution) | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 23 | IVR (Interactive Voice Response) | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 24 | CTI (Computer Telephony Integration) | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 25 | Web enabling the call center | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 26 | Automated intelligent call routing | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 27 | Logging & monitoring | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 28 | Critical success factors for CRM implementation and data warehouse | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 29 | Studying the impact of CRM on Marketing Channels and Supply Chain- how the Traditional Distribution Channel Support Customer Relationship | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 30 | Emerging Channel trends that impact CRM | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 31 | Real time CRM in Service Supply Chain | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 32 | Managing unprofitable customers using CRM knowledge | Lecture by , Lecture by , Lecture by , Lecture by |
| Lecture 33 | Future developments in CRM | Lecture by , Lecture by , Lecture by , Lecture by |