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  • CRM Syllabus

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    Anant Johri
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    Syllabus

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
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    9 views1 page

    CRM Syllabus

    Uploaded by

    Anant Johri
    Syllabus

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    1. Chapters 1,2,3,4,5,6,7,8,11,12,13 (Chapters 9,10,14,15 are not in syllabus). 2. 3 Articles given by mam on Satisfaction Models and Measuring Satisfaction.

    a. ACSI Model b. Kano Model c. Models of Customer Satisfaction (Macro and Micro) 3. Customer Relationship building Models/ Strategies. a. IDIC Model b. Interactive Technology c. Mass Customization d. CVM 4. Segmentation Techniques other than the traditional ones. 5. CLTV Calculations

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