Customer Relationship Management in Banking and Insurance – SYBBI Syllabus
Modules at a Glance
| SR.NO |
Module |
| 1 | Introduction to Customer Relationship Management (CRM) |
| 2 | Customer relationship management(CRM)-emerging dimensions |
| 3 | CRM – A Cost – Benefit Analysis |
| 4 | Customer Care Management |
Customer Relationship Management in Banking and Insurance – Syllabus Overview
| SR.NO |
Module |
| 1 | Introduction to Customer Relationship Management (CRM)
Historical Perspective of CRM , meaning, definition, purpose and significance, factors responsible for the growth of CRM, winning Markets through effective CRM Advantages / Benefits of CRM Relationship marketing– concept, purpose, value creation in Business Measuring the effectiveness of relationship marketing CRM cycle and CRM programmes |
| 2 | Customer relationship management(CRM)-emerging dimensions
Customer retention management Reasons for Customer Switching Need for Customer Retention Customer Retention Strategies Customer Complaint Management Strategy Service Recovery Strategy Managing Customer Waiting Strategy Levels of retention strategy
Retail Management Personalisation Strategies Differential Strategies |
| 3 | CRM – Cost – Benefit Analysis
A. CRM Benefits a)To the organization b)To the customer B. CRM Costs a)To the organization b)To the customer C. Building customer loyalty in Business to Business Customer Centric Organizational Structure Four essential steps a)Communal Coordination b)Serial Coordination c)Symbiotic Coordination d)Integral Coordination |
| 4 | Customer Care Management
Customer Service Representative Customer Care Software Customer Service Applications Customer Facilities Multimedia Contact Centre Electronic Point of Sale Winning strategies and processes for effective CRM in Banking and Insurance |
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