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SUBJECT
CODE: 312 COURSE: MBA
MKT
SEMESTER
TOTAL HRS: 30
:III
Faculty- Dr Yogesh Mahajan
The objectives: This course is intended for building an understanding of the crm concepts, techniques and skills required for
effective decision making in the areas of sales, marketing and and customer service by marketing sutents..
Durati
No. of Assess
S.N Topic on(hrs Session Objectives Session Methodology ment L T Planned Dates
P
Sessions
)
1 Fundamentals of CRM
24-07-2017 to
08-08-2017
Create CRM understanding, Discussion +ppt +White 1 24-07-2017 to
1.2 Introduction to CRM 3
1
Types of CRM board+video on CRM 08-08-2017
1
implementation by Payne, Frow
2
strategies of companies different companies marks
3 3 CRM Mechanics
Customer Database, Data Discussion +ppt +White
3.1 CRM Enablers 2 Integration, Data Mining board 2
3.2
Customer Portfolio
1 Portfolio, Activity Based Costing Discussion
board
+ppt +White 1 1
Management
16-08-2017 to
22-08-2017
1
4 4 Managing Networks for CRM
1
Networks networks
28-08-2017 to
07-09-2017
28-08-2017 to
07-09-2017
Assignment on Business 10
Assignment
Networks marks
1
Management Employee Relationship board
Management
Test 15
1
marks