Study Plan for Week 6

Name of Subsection Video Content & Audio Text Content Topics Covered
Content

Subsection 1 Approximately 2 Approximately 15 1. Overview and objectives

minutes- videos minutes 2. Learning resources
Introduction to the Week Approximately I minute- 3. Study plan
audio
Subsection 2 Approximately 25 Approximately 1. Components of a CRM
minutes- videos 20 minutes solution
Technology for CRM 2. Campaign Management
Ungraded questions 3. Sales Force Automation
Approximately 15 4. Customer Service and
minutes Support
5. Ungraded questions

Subsection 3 Approximately 25 Approximately 5 1. CRM implementation

minutes- videos minutes roadmap
CRM Implementation 2. Customer centric
Ungraded questions organizational structure
Approximately 15 3. Internal marketing
minutes 4. Tanishq Interview
5. Ungraded questions

Subsection 4 Approximately 35 Approximately 10 1. Decisions related to CRM

minutes- videos minutes implementation
Operational Issues in 2. Budgeting for attraction
Implementing CRM vs retention
3. Loyalty programs
4. Tanishq Interview
5. Rewards programs
6. Evaluating retention
programs

Subsection 5 Approximately 35 Approximately 10 1. Interview with Shekhar

minutes- videos minutes Deo
Expert Insights 2. Interview with Dr. Rahul
Mirchandani
3. Interview with Siva
Ganapathi
4. Interview with Dr.
Rajashekar

Subsection 6 NA Approximately 30 1. Total 10 MCQ questions.

minutes
Graded Assessment
Total Time Approximately 2 hours Approximately 2 hours

Effort for Week 6 Approximately 4 hours