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 Rs
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