Topics for Mid term: 1. Customer Centric organization 2. Market share Vs share of customer 3. Journey to customer centricity 4. Customer centricity model 5. Practical steps to customer centricity 6. Definition of CRM 7. CRM model 8. Barnes 4 R’s 9. CRM advantage 10. CRM forms 11. CRM types 12. Segmentation techniques 13. CVM 14. Customer Loyalty: definition, types 15. Advantages, drivers of loyalty 16. Loyalty strategy 17. Customer satisfaction Vs Loyalty 18. Service profit chain 19. How to manage customer loyalty 20. Loyalty Program: types 21. Steps of designing loyalty program 22. Measuring customer loyalty: Survey, NPS
