Lesson Plan
Name of the Faculty :
Discipline : MBA
Semester : III Sem
Subject : CRM (MB/MM/213)
Lesson Plan Duration : (From July 2018 to Nov. 2018)
Work Load (Lecture / Practical) per week (In hours) : Lecture-04, Practicals-00
| Week | Theory | |
| Lecture Day | Topic
(Including Assignment Test) |
|
| 1 | 1st | Introduction – Origin, evolution |
| 2nd | Concept of CRM, strategic importance of CRM, | |
| 3rd | Goals of CRM, types of CRM, | |
| 4th | CRM Architecture, | |
| 2 | 1st | Application Service Providers (ASP), |
| 2nd | Customer value management (CVM) | |
| 3rd | Assignment | |
| 4th | Test | |
| 3 | 1st | Operational CRM – Sales force automation: |
| 2nd | Lead management, contact management, | |
| 3rd | Field force automation; Enterprise marketing automation | |
| 4th | Market segmentation, | |
| 4 | 1st | Campaign management, Customer service and support, |
| 2nd | Contact and call centre operations, | |
| 3rd | E-CRM, relationship building strategies in CRM | |
| 4th | Assignment | |
| 5 | 1st | Test |
| 2nd | Analytical CRM – Managing and sharing customer data: | |
| 3rd | Customer information database, | |
| 4th | Ethics and legalities of data use, | |
| 6 | 1st | Data warehousing and data mining; |
| 2nd | Types of data analysis – online analytical processing, | |
| 3rd | Click stream analysis, | |
| 4th | Concept of Up-selling and cross-selling CRM and business intelligence, | |
| 7 | 1st | Collaborative CRM.8 |
| 2nd | Security and privacy | |
| 3rd | Risk assessment of CRM | |
| 4th | Assignment | |
| 8 | 1st | Test |
| 2nd | CRM Implementation – | |
| 3rd | Establishing CRM performance monitoring, | |
| 4th | CRM readiness assessment system, | |
| 9 | 1st | CRM audit, CRM project management, |
| 2nd | Employee engagement in CRM project, | |
| 3rd | CRM budget, key account management, | |
| 4th | Evaluating CRM return on investment, | |
| 10 | 1st | Guarding against CRM failures |
| 2nd | Assignment | |
| 3rd | Test | |