CRM

CRM 1.0
1.0
Introduction
Introduction

Dhruv Nath

Introduction
Introduction : Students
IT Background
Software development
CRM / ERP implementation
As a user
As a Consultant

Data Warehousing / Data Mining / Big Data

Experience in a BPO / Call Centre

Introduction : Self

Course Structure
Part 1 : CRM in todays tech / On-Line
world
Part 2 : Strategies for Customer
Relationships

Overlap
Overlap between
between the
the two
two

Part 1 : Objectives
To be able to :
Understand CRM in todays tech / On-Line
World
Including Start-ups

Understand Analytics / Data Mining / Big Data

in the context of CRM
Effectively manage CRM systems

Not a techy course

Two Class Co-ordinators

Group Project
Form groups of 4-5 students each (co-ordinator to ensure
submit list of groups by the next class)
Project Reports :

A comparison of two non-trivial CRM products

A comparison of CRM implementation in two Auto companies
A comparison of CRM implementation in two Banks
A comparison of CRM implementation in two Insurance companies
A comparison of CRM implementation in two Telecom companies

Report (both hard copy + soft copy) to be submitted in

the last class in September
No two groups should have the same combination of
companies / products
Selected groups to make a presentation depending on
time

CRM
CRM 1.0
1.0
Introduction
Introduction

Dhruv Nath