Ankur Khare" is a technology leader with 20 years of global experience in digital transformation across E-commerce, Retail, Banking, Automobile, and Pharmaceuticals. He specialises in Digital Experience, eCommerce, CRM, Consulting, and Advisory and has successfully led global teams and large-scale programs in North America, Europe, and Asia-Pacific. Passionate about education, he also shares industry insights as a guest lecturer at leading universities, including NMIMS, Bangalore.
- Evolution from traditional relationship practices to digital CRM
- CRM as a strategic, organization-wide initiative.
- Importance of customer-centricity and different types/forms of CRM.
- Use of interactivity, mass customization, and customer experience tools.
- Managing touchpoints, designing experiences, and integrating CEM with CRM.
- Strategic and selective acquisition approaches.
- Retention as a long-term strategy beyond just satisfaction.
- Designing loyalty programs and measuring impact.
- Understanding satisfaction drivers and its role in loyalty.
- CRM applications in service industries using the 7Ps.
- B2B focus on key account and supplier relationship management.
- Insights into rural consumer behaviour and CRM-led outreach strategies.
- Role of customer data, CLTV, data mining, and analytics in CRM.
- Using data to drive segmentation, targeting, and decision-making.
- CRM technology landscape including Salesforce, HubSpot, etc.
- Technical architecture and automation best practices.
- Strategic steps and organizational readiness for CRM deployment.
- Importance of change management and agile methodology.
- Myths, risks, and critical success factors and leveraging agile thinking to prevent failure.
- New tools and technologies: gamification, AR/VR, digital engagement strategies.
Chapter 1: Conceptual Foundation of CRM
Chapter 2: Strategies to Build Relationship
Chapter 3: CRM: A Strategic Approach to Marketing
Chapter 4: Customer Acquisition and Retention
Chapter 5: Customer Loyalty
Chapter 6: Customer Satisfaction
Chapter 7: Strategic CRM in Services
Chapter 8: Strategic CRM in B2B Market
Chapter 9: CRM Oriented Marketing for Bottom of Pyramid
Chapter 10: Measuring the Success of CRM-Based Initiatives
Chapter 11: CRM Data Mining for Improved Relationship Marketing
Chapter 12: CRM Automation
Chapter 13: Deploying CRM in an Organisation
Chapter 14: Guarding Against CRM Failures
Chapter 15: CRM to Digital CRM
Marketing Students
650.00
