S.

N Date Time Topic Internal Details

Marks%
1 5.10.10 8 – 9.15 Introduction
2 5.10.10 9.15-10.30 Strategy & Orgnisation of CRM Customer supplier relationship & Case Study
3 19.10.10 8–9.15 Strategy & Orgnisation of CRM Integral Strategy/Relationship Orientation
4 19.10.10 9.15-10.30 Marketing Aspects of CRM Customer Knowledge
5 20.10.10 8-9.15 Marketing Aspects of CRM Case Study – HPCL – Customer Service Initiatives
6 20.10.10 9.15-10.30 Marketing Aspects of CRM Communication & Multi-channels; Individualised Customer Proposition
7 26.10.10 8 – 9.15 Marketing Aspects of CRM 2 Case Study – Air Miles Canada (Evaluation – Discussion & Presentation)
8 26.10.10 9.15-10.30 Marketing Aspects of CRM Relationship Policy
9 2.11.10 8–9.15 Analytical CRM Relationship Data Management; Data Analysis & Data mining
10 2.11.10 9.15-10.30 Analytical CRM 5 Segmentation & Selection/ (Quiz )
11 9.11.10 8-9.15 Analytical CRM Retention & Cross-Sell Analysis
12 9.11.10 9.15-10.30 Analytical CRM Effects of Marketing Activities ; Reporting Results
13 16.11.10 8 – 9.15 Analytical CRM 6 Home Assignment – ‘A powerful & Interactive website’
14 16.11.10 9.15-10.30 Operational CRM Call Centre Management
15 23.11.10 8–9.15 Operational CRM 2 Case Study – Sunsilk gang of girls (Discussion & Presentation)
16 23.11.10 9.15-10.30 Operational CRM Internet & Website
17 30.11.10 8-9.15 Operational CRM Case Study – A note on mobile CRM

18 30.11.10 9.15-10.30 Operational CRM Direct Mail

19 7.12.10 8 – 9.15 Collaborative CRM Case Study – Shopper’s Stop Consumer Loyalty
20 7.12.10 9.15-10.30 Collaborative CRM 10 Project/Field Work -
21 8.12.10 8–9.15 CRM Subsystems Call centre ; Internet & Website
22 8.12.10 9.15-10.30 CRM Subsystems Data Warehouse & Datamart
23 14.12.10 8-9.15 CRM Subsystems Case Study – Tesco – The customer relationship
24 14.12.10 9.15-10.30 CRM Subsystems Campaign Management Systems
25 21.12.10 8 – 9.15 Choosing CRM Tool/Software Package Case Study – Dell Customer Contact Centre
26 21.12.10 9.15-10.30 Choosing CRM Tool/Software Package
27 28.12.10 8–9.15 CRM Systems & Implementation Causes for Disappointing Results
28 28.12.10 9.15-10.30 CRM Systems & Implementation CRM Roadmap
29 4.1.11 8-9.15 CRM Systems & Implementation CRM Project Management
30 4.1.11 9.15-10.30 Application of CRM in Various Industries Case Study – Reorganising AT&T
31 11.1.11 8-9.15 Application of CRM in Various Industries 5 Attendance & Class Participation

32 11.1.11 9.15-10.30 Application of CRM in Various Industries

33 12.1.11 9.15-10.30 Ethical Issues in CRM

Customer Relationship Management

Semester 4 – Class of 2011

IBS,   Ahmedabad
sanjeev trivedi

Email : trivedisanjeev@gmail.com

Office :079-26765576 / 26920659

Phone :98980 40633

 
 Internal Evaluation Details
 
Internal evaluation will be conducted for   30%      marks. It is continuous and spread throughout the course. The details of
the evaluation components are given below.

Weight
Sl. No Evaluation Component Date for Evaluation Date of Feedback
(%)

1  Case Study Analysis 2 26.10.2010  2.11.2010 

 2 Quiz 5 2.11.2010 9.11.2010 

 3  Home Assignment 6  16.11.2010  23.11.2010 

 4 Case Study Analysis 2 23.11.2010 30.11.2010

5 Project / Field Work 10 7.12.2010 28.12.2010 

 6 Class Participation & Attendance 5 11.1.2011 12.1.2011

Evaluation components ‘2’ and ‘3’ are individual tasks

Evaluation component ‘1’ , ‘4’ and ‘5’ are partly group task and partly individual task.