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Module (Basic Concept of Customer Relationship Management ) (10 hours =…
Module (Basic Concept of Customer Relationship Management ) (10 hours = 600 minutes)
TLO1 (Identify various modes of customer touch point and their importance (170 minutes)
N1 (Introduction to Touch Point (5 minutes)
N2 (IMportance and application of Touch Point (10 minutes)
Application (5 mins)
IMportance (5 mins)
N3 (Encounter with Touch Point - 5 minutes)
N4(Category of Touch Points - 60 minutes
s)
Before (20 minutes)
After
During (20 minutes)
N5 Stages of Customer Touch Point (60 minutes)
**N6 : Relationship of Customer Touch Point with Sales and customer service 60 minutes
TLO2
(Appreciate the meaning and importance of CRM (60 minutes)**
N1: What is Customer Relationship Management (20minutes)
N2: Objective and importance of CRM (30 minutes)
N3: Examples of CRM (10 minutes)
TLO3
(Understand the components and principle of CRM (70 minutes)
N1: Components of CRM (40 minutes)
N2: Principle of CRM : 30 minutes
TLO4 (Discuss the process of implementation of CRM (80 minutes)
N1 : Process of CRM (60 minutes)
N2 : Stages of CRM (20 minutes)
TLO6 (Understand various types of CRM (180 minutes)
N1: Strategic CRM (45 minutes)
N2: Operational CRM (45 minutes)
N3: Analytical CRM (45 minutes)
N4 : Collaborative CRM (45 minutes)
TLO5 : Growth of CRM (40 minutes)
N1 : Evolution of CRM (20 minutes)
N2 : Growth of CRM (20 minutes)