Customer Relationship Management : MBA-219

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