Introduction to Customer Support Product & Customer –Overview -Importance of a Customer -Consumer behaviour
Customer Support Methodology Customer Centric approach -External Layers Vs Internal Layers -Need of Customer Support Methodologies for Customer Support.
Introduction to ERP Introduction: ERP -An Overview –Enterprise An Overview – Benefits of ERP -ERP and Related Technologies
CRM Basics CRM Meaning & Definition-Dimensions of CRM -Nature of CRM -Goals of CRM -Advantages of CRM
Implementation of CRM-CRM Implementation-A comprehensive model -Developing CRM vision and strategy Management support
Reference Book:
1.H.Peeru Mohamed And A.Sahadevan, Customer Relation Management, Vikas Publishing Edtion 2nd ,2005. 2.Kumar, Customer Relationship Management -A Database Approach, Wiley India, 2007. 3.Francis Buttle, Customer Relationship Management : Concepts & Tools, Elsevier, 2004 4.G.Shainesh, Jadish, N.Sheth, Customer Relationships Management Strategic Prespective, Macmillan 2005.
Text Book:
Balasubramaniyan, K., Essence of Customer Relationship Management, learn Tech press 2
