Customer Relationship Management
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Authors : Supriya Singh and Bhanu Prakash Verma
BBA University of Madras, Sixth SemesterSyllabus CUSTOMER RELATIONSHIP MANAGEMENTUnit-ICommunication – Need/Mode of Communication – Barriers, Channels of Communication – Oral – Written – Listening Skill – Verbal Skill – Interpersonal Communication and Intra Personal Communication, Essentials of Business Letter. Unit-IICRM – Concept and Approach – CR in Competitive Environment Public Relation and Image Building Unit-IIIBanker – Customer Relationship – Retaining and Enlarging Customer Base – Customer Services – Quality Circle. Unit-IVNature and Types of Customer – Complaint Redressal Methods – Talwar and Goiporia Committee Report, Customer Service Committee, Customer Day – Copra Forum – Ombudsman. Unit-VMarket Segment – Customer Data Base – Market Research. Review and Evaluation of Customer Satisfaction.
MU2017/BBA/6/02
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Authors : Supriya Singh and Bhanu Prakash Verma