Unit 1. Unit 2. Class 1 Wednesday, 27 January,2016

Transcription

1 Jahangirabad Institute of Technology Subject : Customer Relationship Management ASHUTOSH VATSA Asst. Prof. Subject Code: NMBA 023 Semester 2 ND Unit 1 Week 1 Week 1 Class 1 Wednesday, 27 January,2016 Customer Relationship Management Fundamentals Class 3 Friday, 29 January,2016 Evolution of relationship marketing, Stages of relationship, Issues of relationship Class 2 Thursday, 28 January,2016 Customer Relationship Management Fundamentals -Theoretical perspectives of relationship Class 4 Saturday, 30 January,2016 Evolution of relationship marketing, Stages of relationship, Issues of relationship (continued) Week 2 Class 5 Monday, February 01,2016 Purpose of relationship marketing Week 2 Class 7 Wednesday, February 03,2016 CRM Definitions, Emergence of CRM practice:, CRM cycle Week 3 Class 9 Friday, February 05,2016 Types of CRM, Success Factors in CRM Unit 2 Class 6 Tuesday, February 02,2016 Approach towards marketing: A paradigm shift, Historical Perspectives Class 8 Thursday, February 04,2016 Stakeholders in CRM, Significance of CRM, Class 10 Saturday, February 06,2016 CRM Comprehension, CRM Implementation Class test: (Half an hour) Week 4 Class 11 Monday, February 08,2016 Customer Satisfaction: Meaning, Definition, Significance of Customer Satisfaction Week 4 Class 13 Wednesday, February 10,2016 Components of Customer Satisfaction Class 12 Tuesday, February 09,2016 Customer Satisfaction: Meaning, Definition, Significance of Customer Satisfaction Class 14 Thursday, February 11,2016 Customer Satisfaction Models Week 4 Class 15 Friday, February 12,2016 Customer Satisfaction Models Class 16 Saturday, February 13,2016 Rationale of Customer Satisfaction Week 5 Class 17 Monday, February 15,2016 Rationale of Customer Satisfaction Class 18 Tuesday, February 16,2016 Measuring Customer Satisfaction

2 Week 5 Class 19 Wednesday, February 1,2016 Customer satisfaction and marketing program evaluation Week 5 Class 21 Friday, February 19,2016 Customer Satisfaction Practices Week 6 22 February to 25 February 2016 Medical Camp Week 6 Class 22 Friday, February 26,2016 Customer Satisfaction Practices Unit 3 Week 7 Class 24 Monday, February 29,2016 Service Quality: Concept of Quality, Meaning and Definition of Service Quality Week 7 Class 25 Friday, March 04,2016 Factors influencing customer expectation and perception Week 8 07 March Monday, 2016 Mahashivratri Holiday Week 8 Class 28 Wednesday, March 09,2016 Service Quality Dimensions Class 20 Thursday, February 18,2016 Customer satisfaction and marketing program evaluation 20 February to 22 February 2016 Sports Events Class 23 Saturday, February 27,2016 Cases of Customer Satisfaction(discussion) Class 01 March to 03 March,2016 Mid Semester Exam Class 26 Saturday, March 05,2016 Types of Service Quality Class 27 Tuesday, March 08,2016 Service Quality Dimensions Class 29 Thursday, March 10,2016 Service Quality Gaps, Measuring Service Quality Week 8 Class 30 Friday, March 11,2016 Service Quality Gaps, Measuring Service Quality Week 9 Class 32 Monday, March 14,2016 Service Quality measurement Scales Class 31 Saturday, March 12,2016 Service Quality measurement Scales 15 March, 2016 Kashiram Jayanti Holiday Week 9 Class 33 Wednesday, March 16,2016 Service Quality measurement Scales Unit 4 Week 9 Class 35 Friday, March 18,2016 Customer Relationship Management: Technology Dimensions - E- CRM in Week 10 Class 37 Monday, March 21,2016 Features of e-crm,advantages of e-crm Week to 24 March Holi Festival Holiday Class 34 Thursday, March 17,2016 Class test Class 36 Saturday, March 19,2016 CRM: A changing Perspective Class 38 Tuesday, March 22,2016 Technologies of e-crm- Voice Portals, Web Phones, BOTs 25 to 26 March On Leave due to Holi festival Week 11 Class 39 Monday, March 25,2016 Technologies of e-crm- Voice Portals, Web Phones, BOTs Week 11 Class 41 Wednesday, March 28,2016 Virtual Customer Representative, Customer Relationship Portals Class 40 Tuesday, March 26,2016 Technologies of e-crm- Voice Portals, Web Phones, BOTs, Class 42 Thursday, March 29,2016 Virtual Customer Representative, Customer Relationship Portals

3 Week 11 Class 43 Friday, March 30,2016 Functional Components of CRM, Class 45 Database Management: Database Construction, Data Warehousing, architecture, Class 47 Data Mining. Characteristics, Data Mining tools and techniques, Meaning, Significance Unit 5 Class 44 Saturday, March 31,2016 Database Management: Database Construction, Data Warehousing, architecture, Class 46 Data Mining. Characteristics, Data Mining tools and techniques, Meaning, Significance Advantages Class 48 Call Center, Multimedia Contact Center, Important CRM softwares. Class 49 Customer Relationship Management: Emerging Perspectives:Employee-Organisation Class 51 Essentials of building employee relationship, Employee customer orientation, Class 53 Service Failure, Service Recovery Management, Service Recovery Paradox, Class 55 customer relationship management practices in retail industry, hospitality industry, banking Week 11 Semester Exam Preparation and Query Classes Week 11 Semester Exam Preparation and Query Classes Class 50 Employee- Customer Linkage, Factors effecting employee s customer oriented behavior Class 52 Service Failure, Service Recovery Management, Service Recovery Paradox, Customer Life time Class 54 customer recall management, customer experience management, Rural CRM, Class 56 customer relationship management practices in retail industry, hospitality industry, banking industry, Semester Exam Preparation and Query Classes Semester Exam Preparation and Query Classes Details are found in the following sections: General Information, Class Schedule, and Project Schedule. GENERAL INFORMATION Teaching Staff: Mr. ASHUTOSH VATSA Ashutosh.vatsa@jit.edu.in Course Web Site: Subject : Managing Human Resource Subject Code: NMBA 021 Class Meetings: Class Room Goals : Details are found in the following sections: General Information, Class Schedule, and Project Schedule. 1st. Class Here in this class we will discuss Customer Relationship Management, introduction, role in current scenario. 2nd. Class Customer Relationship Management Fundamentals -Theoretical perspectives of relationship 3rd. 4th. Class Evolution of relationship marketing, Stages of relationship, Issues of relationship Class Evolution of relationship marketing, Stages of relationship, Issues of relationship (continued)

4 5th. Class Purpose of relationship marketing 6th. Class Approach towards marketing: A paradigm shift, Historical Perspectives 7th. Class CRM Definitions, Emergence of CRM practice:, CRM cycle 8th. Class Stakeholders in CRM, Significance of CRM, 9th. Class Types of CRM, Success Factors in CRM 10th. Class CRM Comprehension, CRM Implementation 11th. Class Customer Satisfaction: Meaning, Definition, Significance of Customer Satisfaction 12th. Class Customer Satisfaction: Meaning, Definition, Significance of Customer Satisfaction 13th. Class Components of Customer Satisfaction 14th. Class Customer Satisfaction Models 15th. Class Customer Satisfaction Models 16th. Class Rationale of Customer Satisfaction 17th. Class Rationale of Customer Satisfaction 18th. Class Measuring Customer Satisfaction 19th. Class Customer satisfaction and marketing program evaluation 20th. Class Customer satisfaction and marketing program evaluation 21st. Class Customer Satisfaction Practices 22nd. Class Customer Satisfaction Practices 23rd. Class Cases of Customer Satisfaction 24th. Class Service Quality: Concept of Quality, Meaning and Definition of Service Quality 25th. 26th. 27th. 28th. 29th. 30th. 31st. 32nd. 33rd. 34th. 35th. 36th. 37th. 38th. 39th. 40th. 41st. 42nd. 43rd. 44th. 45th. 46th. 47th. 48th. Class Factors influencing customer expectation and perception Class Types of Service Quality Class Service Quality Dimensions Class Service Quality Gaps, Measuring Service Quality Class Service Quality Gaps, Measuring Service Quality Class Service Quality measurement Scales Class Service Quality measurement Scales Class Service Quality measurement Scales Class Class test Class Customer Relationship Management: Technology Dimensions - E- CRM in Business Class CRM: A changing Perspective Class Features of e-crm,advantages of e-crm Class Technologies of e-crm- Voice Portals, Web Phones, BOTs Class Technologies of e-crm- Voice Portals, Web Phones, BOTs Class Technologies of e-crm- Voice Portals, Web Phones, BOTs Class Virtual Customer Representative, Customer Relationship Portals Class Virtual Customer Representative, Customer Relationship Portals Class Virtual Customer Representative, Customer Relationship Portals Class Functional Components of CRM, Class Database Management: Database Construction, Data Warehousing, architecture, Class Database Management: Database Construction, Data Warehousing, architecture, Class Data Mining. Characteristics, Data Mining tools and techniques, Meaning, Significance Advantages Class Data Mining. Characteristics, Data Mining tools and techniques, Meaning, Significance Advantages Class Call Center, Multimedia Contact Center, Important CRM softwares.

5 49th. 50th. 51st. 52nd. 53rd. 54th. 55th. 56th. 57th. 58th. 59th. Class Customer Relationship Management: Emerging Perspectives:Employee-Organisation Relationship, Class Employee- Customer Linkage, Factors effecting employee s customer oriented behavior Class Essentials of building employee relationship, Employee customer orientation, Class Service Failure, Service Recovery Management, Service Recovery Paradox, Customer Life time value, Class Service Failure, Service Recovery Management, Service Recovery Paradox, Customer Life time Class customer recall management, customer experience management, Rural CRM, Class customer relationship management practices in retail industry, hospitality industry, banking Class customer relationship management practices in retail industry, hospitality industry, banking industry, telecom Class Semester Exam Preparation and Query Classes Class Semester Exam Preparation and Query Classes Class Semester Exam Preparation and Query Classes Course Objectives: 1. The paper is designed to impart the skill based knowledge of Customer Relationship Management. The syllabus encompasses almost the entire aspect of the subject. The purpose of the syllabus is to not just make the students aware of the concepts and practices of CRM in modern businesses but also enable them to design suitable practices and programs for the company they would be working. Expectations: The MBA is a post graduate course aims at providing inputs to the students relevant to the business, industry and trade so that they can function in different organizations and face the challenges arising there from. The course not only aims at providing knowledge and skills in different areas of management, but also provides inputs necessary for the overall development of the personality of the students. It is expected from the students that they should be regular in classes, ensure their full participation in discussions, prepare the notes and complete assignments. Managing Human Resource is a 5-unit Post-graduate course. Accordingly, the course has been designed to demand approximately 04 hours per week of your time. Students are expected to observe the discipline and maintain the decorum in the class. At the same time, they are encouraged to raise their queries and enhance the learning environment of the class. Regular presence and participation of the students in the subject discussion is always desired. The same would be taken into account in the evaluation process and positively rewarded. Students are further required to submit their assignments and project on decided dates and times. Failing of which, internal assessment of the concerned students would be negatively affected. The results may be detained too. Academic Integrity: Academic integrity is a basic guiding principle for all academic activity, and all members of the academic community are expected to adhere to this principle. Specifically, academic integrity is the pursuit of scholarly activity in an open, honest, and responsible manner. Content and notes have been prepared with the help of various resources and it is not possible to give their full detail over here but references and quotes have been tried to provide wherever necessary. Reading Materials: Following are the reading materials for the course these books are available in the JIT Central library and Organisational Behaviour by K. Ashwathhapa will be provided by JIT in Book bank for students. 1. Alok Kumar Rai : Customer Relationship Management: Concepts and Cases (Second Edition)-PHI Learning 2. Simon Knox, Adrian Payne, Stan Maklan: Customer Relationship Management- Routledge Inc. 3. Bhasin- Customer Relationship Management (Wiley Dreamtech) 4. Dyche- Customer relationship management handbook prentice hall

6 5. Peelan-Customer relationship management prentice hall 6. Kristin Anderson, Carol Kerr : Customer relationship management, McGraw-Hill Professional 7. Chaturvedi-Customer Relationship Management(Excel Books) 8. Sheth J N, Parvatiyar A. and Shainesh G. : Customer relationship management:, Emerging Concepts, Tools, & Applications, Tata McGraw-Hill Education 9. Lumar- Customer Relationship Management (Wiley India) Grading: Every paper/course will carry maximum marks of 150(100 marks for semester examination and 50 marks for internal assessment, as per rules). Internal assessment will consist of three components (1) class test (30 marks) (2) Teacher assessment (10 marks) and Attendance (10 marks). Class Preparation and Participation: Subject s notes will be provided to the students and it is expected from them to come to class prepared to discuss the Topic of the session and the ask questions on the topics which you could not understand. Teacher s assessment is also based on student s participation in the classroom. Case Studies: Since the subject is theoretical in nature the Case Studies will help a lot in understanding the concepts and their applicability. Case study is a student centered activitiy based on topics that demonstrate theoretical concepts in an applied setting. They can be used to: Allow the application of theoretical concepts to be demonstrated, thus bridging the gap between theory and practice. Encourage active learning. Provide an opportunity for the development of key skills such as communication, group working and problem solving. Increase the students' enjoyment of the topic and hence their desire to learn. Case study Schedule Schedule of case studies will based upon the availability of time and Importance of topic. Generally case study will be discussed in topics like Motivation, Leadership, Perception and Group Dynamics. Intellectual Property Rights: There is no such issue of IPR as case studied are available in the text books and on internet and students discussed them and solve them. Classes and Topics Class-1 Practical Component (As per availability of Time ) 1. Studying HR policies of any 10 companies and classifying them into different types of organizations and justifying why such structures are chosen by those organizations. 2. Preparing the recruitment and Selection of any 5Leading business and studying their Compensation Structure. 3. Identifying any five job profiles and listing the various types abilities required for those jobs and also the personality traits/attributes required for the jobs identified.

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