Page 5 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

CONTENT

Unit 1: Introduction to Customer Relationship Management 1
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Unit 2: Customer Value 21
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Unit 3: Analysing Profitability of Customers 48
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Unit 4: Customer Retention, Acquisition and Expectation 73
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Unit 5: Closed Loop Marketing 109
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Unit 6: Technology for Customer Relations 144
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Unit 7: Electronic-CRM 172
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Unit 8; Managing Customer Relations 196
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Unit 9: Segmentation, Targeting and Positioning 225
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Unit 10: Delivering Customer Offer 245
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Unit 11: CRM Measurements 262
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Unit 12: Customer Privacy 294
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Unit 13: Emerging Trends in CRM 336
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Unit 14: Sales Force Automation 349
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