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MKT610 : Customer Relationship Management

Course Info
Course Category	Marketing
Course Level	Undergraduate
Credit Hours	3
Pre-requisites	MGT301, MKT501, MKT530
Instructor	Mr. Amjad Habib Mirza M.Com University of Toronto, Canada

Course Contents
• Introduction and Overview • Purposes of CRM • Customer Service Facilitation • History of customer services • Customer Complaints and its Handling • Implementation of CRM • How to construct CRM program? • Improving Customer Relationships • General Tips How to Keep your Customers Satisfied • Customer Service Training workshop • Strategic Management in CRM • Implementation of Strategic Management • Why Strategic Management Plans Fail? • Specific Skills for CRM, Customer Retention • Customer Loyalty • Types of Customer Loyalty • Why Do Customers Defect • Public Relations • CRM- ONE- to-One Marketing to the Next Level • Applying Customer Relationship Management • Understanding the Basic Concepts of CRM • CRM Functions • CRM-Based Marketing and Sales • Personalizing Website • An Insight into CRM and e CRM • What is Electronic Customer Relationship Management • Applications and Objectives of CRM • Introduction and Objectives of A CRM Process • Features of Good CRM • Understanding the Customer's Expectations • Understanding What Do Customer Want and the Appeal That We Can Make? • Specific Appeals That Can Be Made • How a customer decides or accepts? • How to handle A Difficult Customer? • CRM and Communication • Achieving Effective CRM