Syllabus
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Course Code: IT-304 Course Name: Specialisation – E: INFORMATION TECHNOLOGY - E-Customer Relationship Management |
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| MODULE NO / UNIT | COURSE SYLLABUS CONTENTS OF MODULE | NOTES |
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| 1 | The New Digital Landscape, Getting Down to e-Business, Customer Relationship Management, E-business and CRM. The New Economy and new dynamics. Understanding E-business: CRM and KM. The New Digital Landscape, Getting down to e-business, Customer Relationship Management, Knowledge Management, Knowledge-Enabled Customer Relationship Management. The Knowledge-Enabled Customer Relationship Management, Roadmap Phase I: Evaluation and Strategic Alignment, Phase II: Infrastructural Development and Development, Phase III: Leadership, Change Management, Measurement and Refinement Aligning Strategy and Technology Choices: Getting Past the Innovator’s Dilemma. The KCRM Strategic Framework. Analyzing the Business Environment. Understanding the Context Strategic Technology, Documenting Customer Knowledge Assets Using the Audit Results to Drive KCRM. The Customer Lifecycle, Customer Knowledge Management: Technology Framework. The KCRM Architecture, Integration and long-term considerations. Building an Implementation Team: Tasks and Expertise, Team Composition, Leadership, Risk Assessment and Common Pitfalls. Blueprinting the Technology Infrastructure: Design Challenges. Results-Driven Development and Deployment: Hidden Costs and other Surprises. An overview of Big-Bang, Systems Development Methods. Looking Beyond the Waterfall. Results driven Incremental. |
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