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Customer Relationship Management

By Shainesh G   |   Indian Institute of Management Bangalore (IIMB)
Learners enrolled: 11229
Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technologies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.
Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.

In this course, you will learn how to shift from a short-term customer transaction-based mode of operation to a long-term relationship mode and understand the benefits of having strong customer relations.

What you'll learn
  • The meaning and application of CRM
  • Benefits of CRM to companies and consumers
  • How to implement CRM best practices
  • The importance of bonding and building loyalty with customers
  • How to build long term customer relationships 

Summary
Course Status : Completed
Course Type : Core
Duration : 6 weeks
Category :
  • Management Studies
Credit Points : 2
Level : Postgraduate
Start Date : 31 Jul 2023
End Date : 31 Oct 2023
Enrollment Ends : 09 Sep 2023
Exam Date : 01 Dec 2023 IST

Note: This exam date is subject to change based on seat availability. You can check final exam date on your hall ticket.


Page Visits



Course layout

Week 1 : Introduction to CRM  Week 2 : Building Customer Relationships 

Week 3 : Economics of CRM 

Week 4 : CRM Applications 

Week 5 : CRM in Business Markets 

Week 6 : CRM implementation

Click here for Syllabus



Instructor bio

Shainesh G

Indian Institute of Management Bangalore (IIMB)
Shainesh is Professor of Marketing at the Indian Institute of Management Bangalore. He has conducted research and teaching assignments at various universities abroad. His book titled Customer Relationship Management – A Strategic Perspective (Macmillan India) is a prescribed textbook for CRM courses at several business schools. He is also the co-author of a book on CRM titled Customer Relationship Management – Emerging Concepts, Tools and Applications (15th Reprint 2011, Tata McGraw Hill, New Delhi).

Course certificate

Enrolling and learning from the course is free. However, if you wish to obtain a certificate, you must register and take the proctored exam in person at one of the designated exam centre’s. The registration URL will be announced when the registration form is open. To obtain the certification, you need to fill out the online registration form and pay the exam fee. More details will be provided when the exam registration form is published, including any potential changes. For further information on the exam locations and the conditions associated with filling out the form, please refer to the form.

Grading Policy: 

Assessment Type

Weightage

Mid-Term & End-Term

25%

Final Exam

75%


Certificate Eligibility:
  • 40% marks and above in Mid Term & End Term
  • 40% marks and above in the final proctored exam

Score

Type of Certificate

>=90

Gold

75 - 89

Silver

70 - 74

Bronze

40 - 70

Successfully Completed

<40

No Certificate


Sample Certificate:


Disclaimer: In order to be eligible for the certificate, you must register for enrolment and exams using the same email ID. If different email IDs are used, you will not be considered eligible for the certificate.



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