Customer Relationship Management

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Authors : Supriya Singh and Bhanu Prakash Verma

BBA University of Madras, Sixth Semester
Syllabus 
CUSTOMER RELATIONSHIP MANAGEMENT
Unit-I
Communication – 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-II
CRM – Concept and Approach – CR in Competitive Environment Public Relation and Image Building
 
Unit-III
Banker – Customer Relationship – Retaining and Enlarging Customer Base – Customer Services – Quality Circle.
 
Unit-IV
Nature and Types of Customer – Complaint Redressal Methods – Talwar and Goiporia Committee Report, Customer Service Committee, Customer Day – Copra Forum – Ombudsman.
 
Unit-V
Market Segment – Customer Data Base – Market Research. Review and Evaluation of Customer Satisfaction.
MU2017/BBA/6/02
90 Items
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