crm_customer relationship management final
TRANSCRIPT
Customer Relationship Management
Presented By : Dr. Garima Malik Marketing & Sales
Date : 5/12/2011
Teaching Pedagogy
• Class Room Teaching
( Total 5 Modules consist 27 sessions and 5 sessions for presentations on CRM Projects)
• Case Studies
( Each module consist 2 case studies )
• Research Papers
( Published in refereed journal of management related to CRM)
• CRM Project Live Project
Evaluation Criteria for CRM
• Mid Term = 10 Marks• CRM Project = 10
Marks• Class Participation =5
Marks• Class Attendance = 5
Marks
Books
Text Books• G Shainesh & Jagdish N Sheth, (2006), Customer Relationship
Management-A Strategic Approach, Macmillan India, New Delhi • Jill Dyche (2006), The CRM Hand book, Pearson Education .
Reference Books• S.Shajahan (2009), Relationship Marketing, Tata McGraw Hill.• Alok Kumar, Chhabi Sinha, Rakesh Sharma (2009), Customer
Relationship Management – Concepts and Application, Biztantra Publication
Objective of the Course
•To understand the concept and practice
of CRM
• To understanding of various strategic and tactical approaches, tools and support systems that companies are implementing to develop effective relationship with key customers
Module I Session: 4 • Introduction to CRM• Difference between transaction and CRM• Database Marketing• Relationship Marketing• Experiential Marketing• Framework of CRM and its Evolution• Elements of CRM, Different perspective of CRM, • Types of CRM, Benefits of CRM, • E-CRM.• Cases: IBM E-CRM Initatives
ICICI Bank CRM Initative Research Paper: Customization : Getting to the Customer,
ICFAI Journal of Marketing Management, Vol.IV Feb 2005
Module II Session: 4
• Introduction (Pre Industrial age, Industrial age, Service Economy age, Knowledge Economy Age),
• Key Principles of Relationship marketing• Relationship marketing and Value chain, • Managing the customer as an asset,• Customer Touch points, • Customer privacy, Customer Value: Concept and characteristics, • Key Account Management,
Cases:Lessons in Customer Service From Wal-Mart.• Research Paper: “Using customer equity models to
improve loyalty and profits”, Journal of Consumer Marketing,Vol. 23 Iss: 7, pp.379 - 381
Module III Session: 6 • CRM cycle (Assessment Phase; Planning Phase;
The Executive Phase )• Customer Acquisition Strategies • Customer Retention Strategies • Customer Loyalty • Cases: “Building Johnson & Johnson's 'Camp
Baby': Great Customer Relationship Management or Public Relations Fiasco
• Research Paper: relationship with customers by using technological solutions in commercial banks of Latvia” Baltic Journal of Management Vol. 1 No. 1, 2006
Module IV Session: 8 • Service Customer Classification (Service Marketing Mix )• Service Recovery • Key Account Management• CRM practices and Application
Banking, Retail, Aviation, Hospitality, Pharmaceutical Industry, Telecom Industry and Product Markets.
• Cases:Customer Service at Singapore Airlines BSNL Service Recovery Research Paper: “Service Failure and Complaining
Behavior in Indian Banking Industry: A Factor Analytic Study “, Presented in the conference at IIM, Indore 25-28th September 2010
Module V Session 4
• e CRM and Portal• eCRM Feature• eCRM Software Implementation Sales Force Automation - Sales
Process, Activity, Contact, Lead and Knowledge Management, Enterprise Resource Planning (ERP), Data Mining, Data Warehouse, Study of Different Software, Saleslogix.com, SAP, Seibel, People soft, Smiles, Oracle.
Module VI Session: 4 • CRM Implementation Road Map Service Recovery • CRM Roadblocks (Phased development, learning from
customer defections, evaluating customer retention plan, Emerging trends in CRM )
• Defining success factors, preparing a business plan - requirements
• Cases: CRM Implementation Failure at Cigna Corporation Research Paper: “A FRAMEWORK FOR SUCCESSFUL
CRM IMPLEMENTATION”, European and Mediterranean Conference on Information System 2009,
You are instructed to select a company of your choice from the sector of your choice from the sector given. “ Study the Customer Relationship Programme running in the Organization.”
Banking
Telecom
Retail
Hospitality
Aviation
Pharmaceutical
Note: Care to be taken that no two people have the same company. You are to submit the company’s name to the undersigned by 22nd December’11.
Evaluated on 10 Marks
Submission Date: 5th Feb 2012
Live Project (Assignment)
GO
List of Sectors
• I.T• FMCG• Automobiles• Retail• Healthcare• Food & Beverages• Tourism• Airlines• Banks