Customer Relationship Management (IIMBx: MK210x)

This course is offered by EDX.ORG (Link to course: https://courses.edx.org/courses/course-v1:IIMBx+MK210x+2T2017/course/)

November 22, 2017 – Completed Topics:

  • Introduction to CRM – What is CRM, Criticality of Customer Relationships, Benefits of Customer Relationships, Why Should Businesses Adopt CRM, Expert Insights
  • Building Customer Relationships – IDIC Framework, Ladder of Loyalty, Customer Bonds, Customer Defections, CRM Framework, Expert Insights

November 23, 2017 – Completed Topics:

  • Economics of CRM – Evolution of Marketing Practices, Customer Share Vs Market Share, Lifetime Value of Customers, Activity Based Costing for CRM, Customer Equity, Expert Insights