BSS Business School

BSS Master Diploma in Customer Relationship Management

Part I: Customer Relationship Management - I

  • Introduction to Customer Relationship Management (CRM)

  • The New Focus on Customer Loyalty

  • From Customer Acquisition to Customer Loyalty to Optimizing the Customer Experience

  • CRM and Business Intelligence

  • From Product to Customer : Marketing Retrospective

  • Campaign Management

  • CRM Marketing Initiatives

  • Customer Privacy

  • The Call Center and Customer Care

  • Sales Force Automation

  • CRM in E-Business

  • Evolution of e-CRM

  • Partner Relationship Management

  • Analytical CRM

  • Case Studies

Part II: Customer Relationship Management - II

  • Planning the CRM Program

  • Defining CRM Success

  • Preparing CRM Business Plan

  • Understanding Business Processes

  • Integrating CRM with the Business Process

  • Choosing the CRM Tool

  • Maintaining Customer Focus

  • Defining Technical Requirements

  • Other Development Approaches

  • Managing the CRM Project

  • CRM Implementation

  • The Future of CRM

  • Case Studies

Part III: Customer Relationship Management - III

  • Putting CRM to Work

  • Need for a Market-Intelligent Enterprise

  • Creating loyalty

  • Customer Acquisition and CRM

  • Need for Effective Channel and Product Strategies

  • CRM Through New Product Development

  • Channel Management and CRM

  • Electronic CRM

  • Challenges in Delivering True e-CRM

  • Case Studies

Part IV: Customer Relationship Management - IV

  • Tools for CRM

  • Three Ws of Technology: Database Marketing, Data Warehousing and Data Mining

  • Enabling the CRM Strategy

  • Catalytic Measures to Improve CRM

  • Best Practices in Outsourcing CRM

  • Learning and Knowledge Management Programs in the age of CRM

  • Implementing CRM

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  • Case Studies