NOC:Customer Relationship Management

Lecture 1 - CMR: The Strategic Imperative

Lecture 2 - CMR: The Strategic Imperative (Continued...)

Lecture 3 - CMR: The Strategic Imperative (Continued...)

Lecture 4 - CMR: The Strategic Imperative (Continued...)

Lecture 5 - Co-Creation

Lecture 6 - Co-creation (Continued...)

Lecture 7 - Co-creation (Continued...)

Lecture 8 - Building Customer Relationships

Lecture 9 - Building Customer Relationships (Continued...)

Lecture 10 - Building Customer Relationships (Continued...)

Lecture 11 - Building Customer Relationships (Continued...)

Lecture 12 - Building Customer Relationships (Continued...)

Lecture 13 - Building Customer Relationships (Continued...)

Lecture 14 - Economics of CRM

Lecture 15 - Economics of CRM (Continued...)

Lecture 16 - Economics of CRM (Continued...)

Lecture 17 - Economics of CRM (Continued...)

Lecture 18 - Economics of CRM (Continued...)

Lecture 19 - Economics of CRM (Continued...)

Lecture 20 - Economics of CRM (Continued...)

Lecture 21 - Social CRM

Lecture 22 - Social CRM (Continued...)

Lecture 23 - Social CRM (Continued...)

Lecture 24 - Tchibo Case Study

Lecture 25 - Tchibo Case Study (Continued...)

Lecture 26 - Customer Equity in CRM

Lecture 27 - Customer Equity in CRM (Continued...)

Lecture 28 - CRM in B2C Markets

Lecture 29 - CRM in B2C Markets (Continued...)

Lecture 30 - CRM in B2C Markets (Continued...)

Lecture 31 - CRM in B2C Markets (Continued...)

Lecture 32 - CRM in B2B Markets

Lecture 33 - CRM in B2B Markets (Continued...)

Lecture 34 - CRM in B2B Markets (Continued...)

Lecture 35 - CRM in B2B Markets (Continued...)

Lecture 36 - eCRM: Components and Strategies

Lecture 37 - eCRM: Components and Strategies (Continued...)

Lecture 38 - eCRM: Components and Strategies (Continued...)

Lecture 39 - Contact Centres for CRM

Lecture 40 - Contact Centres for CRM (Continued...)

Lecture 41 - Global CRM

Lecture 42 - Global CRM (Continued...)