Module 1: Introduction to Customer Relationship Management-
1.1 Definition and Concept of CRM
- What is Customer Relationship Management (CRM)?
- The historical evolution of CRM.
- The importance of CRM in modern business.
1.2 Key Objectives of CRM
- Understanding the goals and objectives of CRM.
- Customer-centric approach and its significance.
- Enhancing customer satisfaction and loyalty.
1.3 Customer Relationship Phases
- Exploring the different phases of customer relationships.
- Acquisition, development, retention, and recovery.
1.4 CRM Strategy and Planning
- Developing a CRM strategy aligned with business goals.
- Role of CRM in business growth and profitability.
- Creating a customer-centric organizational culture.
1.5 Benefits and Challenges of CRM
- Identifying the potential benefits of CRM implementation.
- Common challenges in CRM adoption and how to overcome them.
1.6 CRM Technologies and Tools
- Overview of CRM software and platforms.
- Importance of technology in CRM.
- CRM integration with other business systems.
1.7 CRM in Various Industries
- Understanding how CRM is applied in different industries (e.g., retail, healthcare, finance).
- Industry-specific challenges and solutions.
1.8 Emerging Trends in CRM
- Exploring the latest trends and innovations in CRM.
- Artificial intelligence (AI) and machine learning in CRM.
- Omni-channel customer engagement.
1.9 Case Studies and Examples
- Analyzing real-world case studies of successful CRM implementations.
- Learning from industry leaders and best practices.
1.10 Ethical Considerations in CRM
- Privacy and data protection in CRM.
- Ethical issues related to customer data.
- Compliance with legal and ethical standards in CRM.
1.11 Assessment and Evaluation
- Methods for assessing the effectiveness of CRM initiatives.
- Key performance indicators (KPIs) in CRM.
- Continuous improvement in CRM strategies.