IMS-907 : Customer Relationship Management Total Credits: 2; Maximum Marks: 50 (Internal: 15, External: 35); Time: 2 Hours Note: The examiner is required to set eleven questions in all. The question number one will be compulsory, and would contain five parts of two marks each (one part from each unit of the syllabus). Further, two questions of five marks each are to be set from each units of the syllabus. In all, the students are required to attempt six questions one compulsory – question and one question from each unit of the syllabus. Objective of this course is to impart the knowledge related to CRM impacting Course objective: worldwide various corporates in terms of customer acquisition and retention. Unit I: CRM Concept, Stakeholders in CRM, CRM life cycle, CRM as business strategy, – CRM Process. 4 of CRM process. Internal and external considerations in CRM, C’s Significance of CRM. Unit II: CRM and consumer behavior, Customer insights for effective CRM, Customer Interaction Management and customer profiling. Brief overview of data warehousing & Mining. Effective Consumer grievance handling & resolution methods. Unit III: Customer Acquisition: Pre-requisites for effective acquisition, Consumer adoption and retention process. Retention and cross-sell analysis. Customer loyalty and loyalty programs, Enhancing relationship with channel, partners for effective CRM. Unit IV: CRM implementation: pre-requisites of CRM implementation & CRM implementation issues, CRM and technology: e-CRM, m-CRM, Customer Data base management in CRM. Unit V: CRM strategies, Latest trends in CRM, CRM practices and application in selected sectors: Banking, Financial Industry, Hospitality & Industry Retail sector. References: Customer Relationship Management, H Peeru Mohamed, A Sagedevan, Vikas Publishing House Private Ltd. 2002 edition. Customer Relationship Management, Alok Kumar Rai, PHI Private Limited. 2008 edition. Customer Relationship Management, Judith W. Kincaid, Pearson Education India. Imprint 2009. Customer Relationship Management, Ed Peelen, Pearson Education India. 2009 edition. IMS-908 : Security Analysis and Portfolio Management Total Credits: 4; Maximum Marks: 100 (Internal: 30, External: 70); Time: 3 Hours
IMS-907 : Customer Relationship Management Total Credits: 2; Maximum Marks: 50 (Internal: 15, External: 35); Time: 2 Hours Note: The examiner is required to set eleven questions in all. The question number one will be compulsory, and would contain five parts of two marks each (one part from each unit of the syllabus). Further, two questions of five marks each are to be set from each units of the syllabus. In all, the students are required to attempt six questions – one compulsory question and one question from each unit of the syllabus. Course objective: Objective of this course is to impart the knowledge related to CRM impacting worldwide various corporates in terms of customer acquisition and retention. Unit I: CRM – Concept, Stakeholders in CRM, CRM life cycle, CRM as business strategy, CRM Process. 4 C’s of CRM process. Internal and external considerations in CRM, Significance of CRM. Unit II: CRM and consumer behavior, Customer insights for effective CRM, Customer Interaction Management and customer profiling. Brief overview of data warehousing & Mining. Effective Consumer grievance handling & resolution methods. Unit III: Customer Acquisition: Pre-requisites for effective acquisition, Consumer adoption and retention process. Retention and cross-sell analysis. Customer loyalty and loyalty programs, Enhancing relationship with channel, partners for effective CRM. Unit IV: CRM implementation: pre-requisites of CRM implementation & CRM implementation issues, CRM and technology: e-CRM, m-CRM, Customer Data base management in CRM. Unit V: CRM strategies, Latest trends in CRM, CRM practices and application in selected sectors: Banking, Financial Industry, Hospitality & Industry Retail sector. References: Customer Relationship Management, H Peeru Mohamed, A Sagedevan, Vikas Publishing House Private Ltd. 2002 edition. Customer Relationship Management, Alok Kumar Rai, PHI Private Limited. 2008 edition. Customer Relationship Management, Judith W. Kincaid, Pearson Education India. Imprint 2009. Customer Relationship Management, Ed Peelen, Pearson Education India. 2009 edition. IMS-908 : Security Analysis and Portfolio Management Total Credits: 4; Maximum Marks: 100 (Internal: 30, External: 70); Time: 3 Hours