Customer Relationship Management Notes BBA Semester 4 | Lucknow University NEP
Hey, Lucknow University BBA Semester 4 Students!
“Customer Relationship Management (CRM)” is all about building strong, long-term relationships with customers. In today’s competitive market, businesses don’t just focus on acquiring customers—they focus on retaining them and creating memorable experiences.
If you’re interested in Marketing, Sales, or Business Strategy, CRM is one of the most practical and career-oriented subjects. It teaches you how companies use data, technology, and strategies to keep customers happy and loyal.
We’ve structured the NEP syllabus into easy-to-follow notes. From understanding customer satisfaction to using CRM software and social media, everything is covered here. Just click on the topics below and start mastering CRM!
Unit 1: Fundamentals of CRM
This unit builds the foundation by explaining what CRM is, why companies adopt it, and how it evolves across different stages.
Fundamentals of Customer Relationship Management: Meaning and Definition of CRM [View Notes] [View MCQs]
Benefits of CRM [View Notes] [View MCQs]
Reasons for Adopting CRM [View Notes] [View MCQs]
Conceptual Foundations of Customer Relationship Management [View Notes] [View MCQs]
Types, Stages and Issues in CRM [View Notes] [View MCQs]
Unit 2: Customer Satisfaction & Loyalty
This unit focuses on understanding customer expectations, measuring satisfaction, and building loyalty for long-term success.
Dimensions of Customer Relationship Management [View Notes] [View MCQs]
Customer Satisfaction: Meaning and Definition [View Notes] [View MCQs]
Customer Satisfaction Models [View Notes] [View MCQs]
Measuring Customer Satisfaction [View Notes] [View MCQs]
ISO Guidelines [View Notes] [View MCQs]
Customer Loyalty: Concept, Principles, Significance and Dimensions [View Notes] [View MCQs]
Unit 3: Technology in CRM
This unit explains how technology plays a major role in managing customer relationships efficiently.
Information Technology in Customer Relationship Management [View Notes] [View MCQs]
Technological Developments in CRM [View Notes] [View MCQs]
Information Technology Implementation in CRM [View Notes] [View MCQs]
Features, Advantages and Functional Components of e-CRM [View Notes] [View MCQs]
Important CRM Software [View Notes] [View MCQs]
Customer Relationship Management through Information Technology Tools [View Notes] [View MCQs]
Unit 4: Emerging Trends in CRM
This unit introduces modern concepts like customer experience, service recovery, and the role of social media.
Emerging Dimensions and Dynamics in Customer Relationship Management [View Notes] [View MCQs]
Customer Recall, Retention and Experience Management [View Notes] [View MCQs]
Service Failure and Service Recovery Management [View Notes] [View MCQs]
Application of Customer Relationship Management in Different Sectors [View Notes] [View MCQs]
Role of Social Media [View Notes] [View MCQs]
📚 References
Jagdish N. Sheth, Parvatiyar Atul, G. Shainesh (2013), Customer Relationship Management: Emerging Concepts, Tools and Applications, McGraw Hill Education
Mukerjee (2007), Customer Relationship Management: A Strategic Approach to Marketing, Prentice Hall India
Rai A. K. (2012), Customer Relationship Management: Concepts and Cases, Prentice Hall India
N. Mullick (2016), Customer Relationship Management, Oxford University Press
📚 Keep Studying!
We hope these CRM notes help you understand how businesses build strong customer relationships and long-term loyalty. LuNotes is here to support your BBA journey.
Don’t forget to explore your other Semester 4 subjects:
[Logistics & Supply Chain Management Notes]
[Industrial Relations Management Notes]
[Foreign Language Notes]
[Role Play & Simulation Notes]
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