Skip to content

Padhai By Astra Cloud

Elective Customer Relationship Management

Customer Relationship Management notes

8 chapter notes, in syllabus order. Each starts with the key points.

Unit 1 · 6 hrs

CRM Basics: Definitions, Models, and Nepalese ApplicationsUnit 1 of Customer Relationship Management introduces core concepts like CRM definition, its evolution from transactional to relational marketing, key components (customer value, loyalty, retention), and triangular relationships. It contrasts CRM types (operational, analytical, collaborative) and explores challenges in14 min read

Unit 2 · 6 hrs

Customer Retention, Loyalty & Behavioral DriversUnit 2 of Customer Relationship Management explores how businesses retain customers through loyalty programs, behavioral triggers, and strategic retention tactics—with real-world examples from Nepali enterprises like Nabil Bank and global brands like Amazon.14 min read

Unit 3 · 6 hrs

Customer Satisfaction & Expectations: Theories, Gaps & CRM ImpactUnit 3 of Customer Relationship Management explores how customer expectations shape satisfaction, the expectation-performance gap model, Kano’s satisfaction theory, and practical CRM applications in Nepal (e.g., Nabil Bank’s complaint resolution, Daraz’s return policies). Covers measurement tools (CSAT, NPS), real-worl12 min read

Unit 4 · 6 hrs

Customer Life Cycle & Value: Stages, Metrics & Strategic ImpactUnit 4 of Customer Relationship Management explores the five-stage customer life cycle (awareness → consideration → decision → retention → advocacy), customer lifetime value (CLV) metrics, and how businesses in Nepal (e.g., Nabil Bank, Daraz) leverage these to optimize revenue, reduce churn, and build loyalty. Covers r16 min read

Unit 5 · 6 hrs

CRM Types, Models & Implementation: Strategic, Operational, AnalyticalUnit 5 of Customer Relationship Management explores the three core CRM types—strategic, operational, and analytical—along with their implementation frameworks, challenges (especially in Nepal), and real-world applications in Nepali businesses like Nabil Bank and Daraz. It includes a step-by-step implementation process,13 min read

Unit 6 · 6 hrs

CRM Practices in Nepal & Global Context: Models, Challenges & Success StoriesUnit 6 of Customer Relationship Management explores how CRM systems are designed, implemented, and adapted in Nepalese enterprises (e.g., Nabil Bank, Daraz) versus global giants (Google, Toyota), highlighting cultural differences, technological barriers, and case studies of successful (or failed) implementations.11 min read

Unit 7 · 6 hrs

Data Warehousing & Marketing Intelligence: Systems, Tools & Strategic UseUnit 7 of Customer Relationship Management explores how businesses collect, store, and analyze customer data using data warehouses and marketing intelligence systems. Learn the architecture of data warehouses, the role of marketing intelligence in decision-making, and how tools like OLAP, ETL processes, and predictive 17 min read

Unit 8 · 6 hrs

Costs of Poor Service & Quality: Hidden Losses & RecoveryUnit 8 of Customer Relationship Management explores the financial and reputational consequences of substandard service and quality, including direct costs (returns, complaints), indirect costs (lost sales, brand damage), and recovery strategies like service guarantees and quality improvement frameworks. Real-world exam12 min read