Syllabus - Institute of Hotel Management Catering Technology ...

E-02 – CUSTOMER RELATION MANAGEMENTHOURS ALLOTED: 60 MAXIMUM MARKS: 100S.No. Topic Hours Weightage1 Introduction4 6 Definition CRM as a business strategy Elements of CRM CRM processes and systems Entrance, applications and success of CRMCase Study: We have got a huge success on our hands2 Customer – supplier relationships History Description of customer – supplier relationships The dynamic in relationships3 6Case study: the relationship between a logistics service provider and itsnew client3 CRM as an integral business strategy The nature of the CRM strategy The context of the CRM strategy The result of a successful CRM strategy7 12Case study: orange Line4 The relationship – oriented Organisation Mission Culture Structure People Communication and information Systems Where do we stand?5 Customer knowledge The value of customer knowledge The utilization of data as an asset From data to customer knowledge Privacy Personal Data Protection Act Information polic7 125 10.6 Communication and Multichannels 7 10National Council for Hotel Management & Catering Technology, Noida4