  MBA
Project on Customer Relationship Management CRM is an integrated effort to recognize, maintain, and build up a network with individual consumers and to constantly strengthen the network for mutual benefit of both sides, through interactive, individualized and value-added contacts over a period of time. The core theme of all CRM is its focus on co-operative and collaborative relationships between the firm and its customers, and/or other marketing actors. CRM is based on the premise that, by having a better understanding of the customers’ needs and desires we can keep them longer and sell more to them. An important facet of CRM is “customer selectivity”. Several research studies have shown not all customers are equally profitable. The company must therefore be selective and tailor its program and marketing efforts by segmenting and selecting appropriate customers for individual marketing programs. In some cases, it could even lead to “outsourcing of some customers” so that a company better utilize its resources on those customers it can serve better and create mutual value. However, the objective of a company is not to really prune its customer base but to identify appropriate customer programs and methods that would be profitable and create value for the firm and the customer.
Executive Summary The Customers Who are the customers? Knowing the customers Five New Approaches to Customer Value Customer Relationship Management (CRM) What is CRM? How it works? CRM’s Evolution Key Principles of CRM Reduce operational cost Enhance the service Sell more services in the same package Empower the customer Benefits Benefits for Organization Benefits of CRM to Customers CRM Status Introduction A Peep into the Past The Present The Future Future Advantages of CRM e-CRM What is e-CRM? e-CRM Vs CRM Why employ e-CRM? The six “E’s” of e-CRM e-CRM Architecture CRM – IT or Management The New Face of Marketing Integration of IT and Management for implementing successful CRM Key Areas of CRM Major areas of CRM Marketing Automation Sales force Automation: Customer service Implementation of CRM Implementation of CRM Call Centre CRM Interaction Cycle CRM and The Internet Age CRM --In the Internet Age Looking back: The Industrial Era Model Looking beyond: The Internet Era Model Integrated CRM Integrated Customer Relationship Management Myths About CRM Myths of CRM- The 4 Deadly Sins Myth-1: CRM is just about technology Myth-2: CRM is just about improving sales Myth-3: You can just buy a CRM package and bolt it onto your existing systems Myth-4: A midsize company's best bet is to use the same CRM package its larger competitors do CRM at ICICI Bank CRM Roadmap Need for CRM How CRM changed the processes in ICICI? How organizations optimize cost in CRM? Loopholes E-CRM CRM at HDFC Bank CRM Roadmap: How CRM changed the processes in HDFC? Benefits of CRM Loopholes CRM Conclusion CRM at CORPORATION Bank Benefits of CRM CRM Roadmap CRM at CITI Bank Benefits of CRM CRM Roadmap: Loopholes CRM Report Analysis Report Analysis Conclusions Recommendation Bibliography How To Order 1. Select reference number busman0054 from the dropdown list 2. Click the PayPal button 3. Click the "Click Here" button on the PayPal page to submit your credit/debit card payment 4. We will email your chosen dissertation in PDF format within 24 hours |
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