UNIT 1:
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Technology and CRM Technology Components
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Customer Value
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Value Creation
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Customer Relationship Management: Components and Architecture
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Transformation of Customers
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Touch Point Analysis (TPA)
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Touch Point Analysis (TPA)
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Definition and Scope of Customer Relationship Management
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Definition and Scope of Customer Relationship Management
UNIT 2:
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Customer Retention
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Negative and Positive Retention Strategies
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Strategic Customer and Different Types of Customers
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Trends in Customer Retention
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Trends in Customer Retention