Customers Relationship Management

1. Understand the core concepts of customer relationship management
2. Analyze the evolution and key elements of CRM
3. Develop strategies for building customer loyalty and retention
4. Apply CRM technology to improve customer relationships
5. Understand customer behavior and its impact on CRM
6. Evaluate the role of CRM managers in driving organizational success

13 weeks, about 26 hours in total. Yours will differ.

1. Week 1MODULE ONE

   • Unit 1: Introduction, Meaning and Definition of Customer Relationship Management · 2 hours

     Define CRM, explain its components, and discuss the need for CRM in modern business.. Understand the concepts of one-to-one marketing and its relation to CRM..

2. Week 2MODULE ONE

   • Unit 2: Evolution of Customer Relationship Management · 2 hours

     Explain the evolution of CRM from transactional to relationship-based approaches.. Differentiate between transactional and relationship marketing strategies..

3. Week 3MODULE ONE

   • Unit 3: Elements of Customer Relationship Management · 2 hours

     Identify and describe the key elements of CRM, including customer knowledge, relationship strategy, and communication.. Discuss the importance of sales force automation and campaign management..

4. Week 4MODULE ONE

   • Unit 4: CRM Technology Components /Customer Lifecycle/Loyalty · 2 hours

     Explain the CRM technology components and their role in managing customer data.. Understand the customer lifecycle and its importance in CRM strategy.. Discuss the concept of customer loyalty and its drivers..

5. Week 5MODULE ONE

   • Unit 5: CRM Process and Customer Retention · 2 hours

     Describe the CRM process and its steps.. Understand customer retention strategies and their importance.. Apply the strategies for customer retentions..

6. Week 6MODULE TWO

   • Unit 1: CRM Strategies tools/ Major areas of customer relationship management · 2 hours

     Identify and explain the major CRM strategies and tools.. Discuss the key areas of customer relationship management, including strategic CRM, technology implementation, and business intelligence..

7. Week 7MODULE TWO

   • Unit 2: Importance of customer relationship management · 2 hours

     Discuss the importance of customer relationship management to stakeholders.. Explain the key features of CRM and their impact on organizational success..

8. Week 8MODULE TWO

   • Unit 3: CRM planning and implementation · 2 hours

     Describe the CRM planning process and its key steps.. Understand the challenges and considerations in CRM implementation..

9. Week 9MODULE TWO

   • Unit 4: Customer Behavior · 2 hours

     Explain the factors influencing customer behavior.. Understand the customer purchase decision process and its context..

10. Week 10MODULE TWO

    • Unit 5: Role OF CRM Managers · 2 hours

      Describe the role and responsibilities of CRM managers.. Understand the duties of CRM managers..

11. Week 11MODULE THREE

    • UNIT 1: CUSTOMERS SERVICE AND CUSTOMERS LOYALTY · 2 hours

      Define customer service and customer loyalty.. Discuss the advantages, disadvantages, and benefits of customer service and loyalty.. Explain the relationship between customer service and loyalty..

12. Week 12MODULE THREE

    • UNIT 2: REASONS OF SEEKING CUSTOMERS' SATISFACTION · 2 hours

      Define customer satisfaction.. Discuss the importance of customer satisfaction.. Explain the determinates of customer satisfaction..

13. Week 13MODULE THREE

    • UNIT 3: MODELS OF CONSUMER BEHAVIOUR · 2 hours

      Understand the terms models in relation to Consumer Behaviour. Discuss models of consumer behaviour. Explain theoretical approaches to the study of consumer behaviour.