Course11010514542 lectures
Customer Relationship Management
Prof. Swagato Chatterjee · IIT Kharagpur
About
Background – Companies try to acquire and retail customers, so does competitors. Therefore success will depend on who does it better. Wh various marketing programs help in acquiring, the results are not alwa positive, more so in case of customer retention. This is when Custom Relationship Management comes in to play with helps in both winning a retaining customers thus ensuring long term profitably. It is also helpi businesses shift from a short-term transaction based mode of operation their interactions with customers to a long-term relationship mode. Objectives – The objective of this course is to help students understand t concept and practice of CRM derived from research and applications acr businesses. These concepts and applications from real life case studies help identify opportunities, which can be successfully implemented for lo term profitability.
Intended audience: Management
Prerequisites: Marketing Management
Lectures
Week 1 :
- Lecture 01 : CMR: The Strategic Imperative
- Lecture 02 : CMR: The Strategic Imperative (Contd.)
- Lecture 03 : CMR: The Strategic Imperative (Contd.)
- Lecture 04 : CMR: The Strategic Imperative (Contd.)
- Lecture 05 : Co-creation
- Lecture 06 : Co-creation (Contd.)
- Lecture 07 : Co-creation (Contd.)
Week 2 :
- Lecture 08 : Building Customer Relationships
- Lecture 09 : Building Customer Relationships (Contd.)
- Lecture 10 : Building Customer Relationships (Contd.)
- Lecture 11 : Building Customer Relationships (Contd.)
- Lecture 12 : Building Customer Relationships (Contd.)
- Lecture 13 : Building Customer Relationships (Contd.)
Week 3 :
- Lecture 14 : Economics of CRM
- Lecture 15 : Economics of CRM (Contd.)
- Lecture 16 : Economics of CRM (Contd.)
- Lecture 17 : Economics of CRM (Contd.)
- Lecture 18 : Economics of CRM (Contd.)
- Lecture 19 : Economics of CRM (Contd.)
- Lecture 20 : Economics of CRM (Contd.)
Week 4
- Lecture 21 : Social CRM
- Lecture 22 : Social CRM (Contd.)
- Lecture 23 : Social CRM (Contd.)
- Lecture 24 : Tchibo Case Study
- Lecture 25 : Tchibo Case Study (Contd.)
Week 5
- Lecture 26 : Customer Equity in CRM
- Lecture 27 : Customer Equity in CRM (Contd.)
- Lecture 28 : CRM in B2C Markets
- Lecture 29 : CRM in B2C Markets (Contd.)
- Lecture 30 : CRM in B2C Markets (Contd.)
- Lecture 31 : CRM in B2C Markets (Contd.)
Week 6
- Lecture 32 : CRM in B2B Markets
- Lecture 33 : CRM in B2B Markets (Contd.)
- Lecture 34 : CRM in B2B Markets (Contd.)
- Lecture 35 : CRM in B2B Markets (Contd.)
Week 7
- Lecture 36 : eCRM: Components and Strategies
- Lecture 37 : eCRM: Components and Strategies (Contd.)
- Lecture 38 : eCRM: Components and Strategies (Contd.)
Week 8
Syllabus and materials
At NPTEL, as the course publishes them.
Credits and licence
- Institution
- IIT Kharagpur
- Department
- Management
- Teacher
- Prof. Swagato Chatterjee
- Level
- Graduate
- Language
- English
- Subjects
- Business and management
- Source
- NPTEL
- Licence
- CC BY-NC-SA, as NPTEL states it. Non-commercial use only. NPTEL's terms
- Attribution
- NPTEL states: "Distributed under Creative Commons Attribution-ShareAlike / CC BY - NC - SA", beside a BY-NC-SA badge.
- Who can watch
- NPTEL gives no rating. Invisible Network shows it to Tweens profiles and older, judged from what the source says about it. How courses are placed