Customer Relationship Management Reference Book: Customer Relationship Management - Self Instructional Study Material.

1) What do you understand by Voice of Customer? Explain the relationship between Customer Ownership & Value. a. Page 5. 2) What is Customer Care? Explain the various stages of Customer Care. a. Page 6. 3) What is knowing your Customer? What information does it involve? In what areas can an Organization device its strategies having known its Customers? a. Page 7. 4) What are Customer Touch Points and Moment of Truth? a. Page 8. 5) What is Customer Life Cycle? Explain pictorially by means of any example. a. Page 11. 6) Explain the differences between Traditional Marketing Approach & Relationship Marketing Approach. a. Page 15. 7) Explain the Organizational Pervasive Approach to Relationship Marketing. a. Page 17. 8) What is Customer Lifetime Value? Explain pictorially by means of any example. a. Page 22. 9) What is Service Level Agreement (SLA)? What are the processes involved in preparing a SLA? What are the contents of a SLA? a. Page 23. 10) Define Customer Relationship Management (CRM)? Explain pictorially the Integrated Approach of CRM. a. Page 29. 11) What is Customer Relationship Framework? Explain pictorially. a. Page 30. 12) What are the Levels of Customer Relationship Marketing? Explain. a. Page 35. 13) What is Customer Loyalty? What are the stages in Graduation of Customer Organizational Relationship? What are the stages of Association of Customer? a. Page 39. 14) How do Organizations Plan & Manage Loyalty Programs? a. Page 43. 15) What are the various types of Loyalty Programs? Why do Loyalty Programs fail? a. Page 50. 16) How is Queuing Theory used for Service Capacity Planning? a. Page 52. 17) What is Sales Force Automation? What are the Objectives and Advantages of Sales Force Automation? a. Page 58.

18) What are the basic features of Sales Force Automation? a. Page 59. 19) What are the hurdles in implementing Sales Force Automation? a. Page 61. 20) What are the benefits of e-CRM? a. Page 66. 21) How is data handled in e-CRM? a. Page 68. 22) What are the various e-CRM Systems / Applications in the market? a. Page 70. 23) What are the salient features of the SAP CRM? a. Page 70. 24) What are the salient features of Oracle CRM? a. Page 74. 25) What is Business Process Re-engineering (BPR)? Why should BPR be a part of Customer Relationship Management (CRM) implementation process? a. Page 79. 26) Explain the steps involved in the Customer Relationship Management (CRM) Implementation Process? a. Page 80. 27) What is Supply Chain Management (SCM)? What are the benefits of integrating SCM with Customer Relationship Management (CRM)? a. Page 91. 28) Explain the process of Integrating Customer Relationship Management (CRM) with Supply Chain Management (SCM) & Supplier Relationship Management (SRM)? a. Page 92. 29) What is Enterprise Resource Planning (ERP)? What are the benefits of ERP? a. Page 94. 30) What is Enterprise Resource Planning (ERP)? What are the functionalities of ERP? a. Page 94.