Syllabus
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Course Code: SEC -610(II) Course Name: E-CRM |
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| MODULE NO / UNIT | COURSE SYLLABUS CONTENTS OF MODULE | NOTES |
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| 1 | Introduction to CRM: Evolution, CRM Pyramid, Components, Drivers, CRM and Telemarketing, Obstacles in CRM, Success factors of CRM, Internet’s Influence on CRM, CRM and Globalization, Major CRM packages. | |
| 2 | About e-CRM: e-CRM versus CRM, Key e-CRM Features, Technological and Business Issues, Business Drivers, ECRM Assessment, e-CRM Architecture, e-CRM Components, The Five Engines of e-CRM, Challenges in Delivering True e-CRM. | |
| 3 | Call Center: Meaning, Customer Interaction, Functionality, Technological Implementation, About ACD (Automatic Call Distribution), IVR (Interactive Voice Response), CTI (Computer Telephony Integration), Web Enabling the Call Center, Automated Intelligent Call Routing, Logging & Monitoring. | |
| 4 | Implementation of CRM: Characteristics of Good CRM, Factors affecting CRM implementation, Key Challenges, Steps for Implementation, Implementation Phases, Post Implementation pitfalls. | |
