1. CUSTOMER RELATIONSHIP MANAGEMENT CRM S. AMEER HASAN RIZVI

2. Grading  1 st & 2 nd Term 30 Marks  Final 30 Marks  Term Report20 Marks  Quizzes 5 Marks  Home Assignments10 Marks  Class Attendance & Participation 5 Marks Total 100 Marks

3. CRM Course Outline  CRM Introduction  Group Exercises  Evolutions of Relationship with Customers  The Thinking behind Customer Relationships  Customer Relationships : Basic Building Blocks of IDIC and Trust  Identifying Customers  Differentiating Customers: Some Customer Are worth more than others  Differentiating Customer by their Needs.  Interacting with Customers: Customer Collaboration Strategy  Using the Tools Interactivity to Build Learning Relationships  CRM Channel Strategy  Channel strategy and Issues  Using Mass Customization to Build Learning Relationships  Measuring the Success of Customer Based Initiatives  Customer Analytics and the Customer Strategy Enterprise  Organizing and Managing the Profitable Customers-Strategy Enterprise  SAP CRM an Overview

4. Others  Quizzes  Term Report  Home Assignment  Group Class Exercises

5. Industries  Banking  Airlines  Retail  Insurance  Restaurants Chains  Automobiles  Pharmaceuticals  Hospitals  Telecommunications  FMCG