What is Customer Relationship Management
The word Customer Relationship Management means creating a healthy and long-lasting relationship between a company and a client. This is one of the most important goals that managers across the world want to achieve. It’s no longer just the matter of gaining a loyal customer who will systematically buy the products. It’s about maintaining good relations that will be beneficial for the company’s image, and it’s a perception on the market. Also, clients that are emotionally linked to a certain brand become living and walking ambassadors, so they spread the word about the company and advertise its services to a wider audience.
The customer relationship management course (CRM) examines the relationship and applies it in marketing, sales and advertising areas. CRM software is used throughout the study period. There are studies about effective CRM strategies that help companies align business processes with customer-centric strategies using people, technology, and knowledge.
Customer Relationship Management Course Highlights
Parameters | Undergraduate (UG) | Postgraduate (PG) | Diploma |
Course | B.B.A (in Customer Relationship Management) | MBA (in Customer Relationship Management) | PG Diploma in Customer Relationship Management Advance Diploma in Customer Relationship Management |
Minimum Duration (in months) | 36 months | 24 months | 12 months |
Maximum Duration (in months) | 36 months | 24 months | 24 months |
Admission Criteria |
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Minimum Fees | Rs.20,000 per year | Rs. 40,000 per year | Rs.15,000 per year |
Maximum Fees | Rs. 1,00,000 per year | Rs. 14,00,000 per year | Rs. 50,000 per year |
Minimum Salary | Rs. 1,20,000 per year | Rs.5,11,000 per year | Rs. 10,00,000 per year |
Maximum Salary | Rs. 6,00,000 per year | Rs. 8,60,000 per year | Rs. 20,00,000 per year |
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Eligibility Criteria (UG & PG) of Customer Relationship Management
For UG:
1. Candidates must have passed their class 10th and class 12th exams from a recognized education board of India and must have scored a minimum of 55% marks
2. Age limit – Candidates should not be younger than 17 years old at the time of admission.
3. While the merit of the candidates is given due consideration at the time of admission, several educational institutions and universities conduct their own entrance tests to shortlist the most deserving candidates.
For PG
1. Completion of an undergraduate degree or UG in Customer Relationship Management (CRM) a recognised university of India. Candidates must have scored an aggregate of 55% marks during the duration of the degree.
2. Candidates must have a valid scorecard for CAT, XAT, MAT etc. to be eligible for admission into postgraduate management courses.
3. Several universities and colleges conduct counselling sessions after the entrance test to complete the admission process.
Customer Relationship Management Course Entrance Exams
Customer Relationship Management can be pursued in both UG level and PG level.
At the undergraduate level, the entrance exams are conducted at the college level only.
For pursuing Customer Relationship Management at postgraduate level, there are specific entrance examinations conducted at the national level to get admitted to a college.
CAT - The Common Admission Test: It is a computer-based test for admission in the graduate management program, conducted at the national level. The test consists of three sections: Verbal Ability and Reading Comprehension(VARC), Logical Reasoning and Data Interpretation (LRDI), and Quantitative Ability (QA)
XAT - Xavier Aptitude Test: XAT is one of the most popular entrance exams for management candidates as it is conducted for admission into postgraduate courses offered by XLRI, Jamshedpur. Several other management schools across India also accept the scores of XAT for admission.
GMAT - Graduate Management Admission Test: GMAT is a global level test conducted for the admissions in B-schools for MBA. It is an online test that is conducted several times every year and is accepted by various business schools in India as well as abroad.
MAT - Management Aptitude Test: All India Management Association (AIMA) conducts MAT every year for selecting suitable candidates for admissions into MBA/PGDM courses offered at more than 600 B-schools in India. The duration of the MAT exam is two hours and thirty minutes.
College Predictors VIEW ALL
Scope of Customer Relationship Management in India and Abroad
In India
There are a lot of opportunities after Customer Relationship Management courses in banking, internet services, sales, marketing, manufacturing, and management consulting and e-commerce sectors in India. The utility sectors in India also recruit customer relationship managers. The CR managers mainly focus in the marketing area. So there is a stable amount of opportunities for customer relationship management, and it’s professional in India.
In Abroad
In the last few decades, globalisation plays a major role through the emergence of global companies; companies which can cater and maintain their customer, only one can exist else no one. For example, Vodafone’s tagline “happy to help” and also “you reach where we reach there” are both customer-centric quotes, the importance of customer relationship management (CRM) in these companies has become increasingly significant. There is no need to say that the scope for CRM is high abroad.
Course Fees Customer Relationship Management
| Minimum Fees | Maximum Fees | |||
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| Private | Government | Private | Government | |
| UG |
2.37 Lakhs
B.B.A in Customer Relationship Management at Geeta University, Panipat
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Data not available
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2.37 Lakhs
B.B.A in Customer Relationship Management at Geeta University, Panipat
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Data not available
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| DIPLOMA |
14.90 K
Diploma in Customer Relationship Management at Indian School of Business Management and Administration, Chennai
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Data not available
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14.90 K
Diploma in Customer Relationship Management at Indian School of Business Management and Administration, Kochi
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Data not available
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Course Subjects
Customer Relationship Management can be taken at the UG level and PG level. The subjects for Customer Relationship Management are listed below:
i. Principles of Management
ii. Corporate Communication
iii. Organisational Behaviour
iv. Finance for Managers
v. Quantitative Techniques for Management
vi. Accounting for Managers
vii. Research Methods
viii. Managerial Economics
ix. Marketing Management
x. Relationship Management
xi. Sales & Distribution of Management
xii. Financial & Accounting Management
xiii. Virtual Marketing
xiv. Marketing of Services
xv. Customer Relationship Management
xvi. Strategic Customer Relations Management
xvii. Field Work/ Thesis/ Dissertation
xviii. Business Ethics
Careers in Customer Relationship Management
When we mention customer relationship management, this itself speaks to the importance of the Businesses. Without customers then there is no room for business. Hence, to have coordination and maintain good relations with the customers, CRM is important. The main reasons why over 90% of newly born startups fail is that they mostly focus on product development and neglect customer relationship management. CRM is the most efficient approach to maintaining and creating trusting and long-term relationships with customers. To manage the customer relationship with the company, its officers need to initiate direct contact. With an MBA in customer relationship management, aspirants can look for opportunities in domains like banking, finance, accounting, insurance, sales etc. As there is a huge demand for this course, it is a versatile choice to choose this field as a career.
Upcoming trends
CRM is a competitive and growing space which is witnessing huge proliferation of latest technological innovations for streamlining its various functions . The upcoming trends in this area include:
i. The Age of Customer Experience
ii. The role of Artificial Intelligence
iii. Mobile CRM isn’t going away
iv. CRM will continue to get social
v. CRM software will become more user friendly
vi. CRM’s won’t live in a vacuum
vii. Channel-less CRM
Job Profiles and Top Recruiters
Job Profiles
The most successful firms even with high marketing programs lack in having customer retention. Customer Relationship Management has become one of the most sought after career choices for youths.
Job Profile | Job Description |
Customer care manager | The work of a customer care manager is to ensure that the customers are satisfied at all times. It includes supervising and managing the team. |
Customer services manager | A customer service manager leads and motivates the staff team to give their best customer service possible. |
CRM head | He/she oversees all customer relationship management functions and builds the business’s overall management capability to provide excellent service. |
Customer care analyst | The work of customer care analyst is to analyse the customer service department’s operation and provide recommendations on ways to improve productivity and satisfaction level of customer. |
Audit Manager | The audit manager organises and manages internal audits according to the audit plans. It includes overseeing the process also. |
Guest Relations Executive | Their works include greeting clients, handling complaints and concerns in an effective and timely manner. Ultimately they will manage guests’ services. |
Manager-Client Servicing | This person interacts with the customers regularly to update them on campaigns and projects. He/she is the main point of communication between the customer and the company. |
Customer Relationship Manager | He/she maintains the ongoing level of engagement with the customers. This manager builds trusting relationships with clients. |
CRM Specialist Relationship Manager | A CRM specialist relationship manager interacts with customers and listens to customer queries, concerns and provides answers and responses for it. |
Top Recruiters
The top recruiting companies offering jobs for CRM course are listed below:
1. Microsoft
2. SugarCRM
3. Amazon.com Inc
4. Wipro
5. HSBC
6. Zendesk
7. Concentrix Corporation
8. Lithium
9. Pega
10. 24/7 Customer
Average Salary
The salary for Customer Relationship Management professionals vary slightly as per their field of expertise and experience accumulated. Generally this career pathway ensures excellent job stability and a stable source of income for the graduates. Here is a brief insight into the average salary that customer relationship management graduates can expect.
Job Profile | Average Salary |
Customer care manager | Rs 3,59,000 - Rs 6,98,000 per year |
Customer services manager | Rs 2,64,000 - Rs 20,00,000 per year |
CRM head | Rs 1,45,000 - Rs 8,33,000 per year |
Customer care analyst | Rs 1,20,000 - Rs 3,00,000 per year |
Audit Manager | Rs 4,24,000 - Rs 18,00,000 per year |
Guest Relations Executive | Rs 2,90,000 - Rs 4,20,000 per year |
Manager-Client Servicing | Rs 3,53,000 - Rs 9,54,000 per year |
Customer Relationship Manager | Rs 2,34,000 - Rs 4,25,000 per year |
CRM Specialist Relationship Manager | Rs 5,32,000 - Rs 8,00,000 per year |
The salary figures mentioned anywhere in these articles are just for reference purposes. Please treat them as such. Actual salaries may vary depending on respective candidates, employer, job location and numerous other factors.
Required Skillset for Customer Relationship Management
Some skills are important for a CRM degree holder as they ensure excellent career growth prospects throughout the course of the individual’s professional life. Though, these skills are not an integral part of the curriculum but are extremely beneficial in ensuring the success of the professional. Some of the desired skills for Customer Relationship Management graduates are as follows: -
i. Communication Skill: A Customer Relationship Manager needs to exhibit excellent communication skills to be able to interact with the customers as well as with the management with the same efficiency.
ii. Researching Skill: The customer relationship manager needs to move out of the comfort zone and do something more to add value. This person should be able to research their target audience and learn how to contact them to form a relationship.
iii. Strategic Thought: A customer relationship manager requires a mind capable of planning strategies to assist the client market better than the competitors.
iv. Self-Motivation: Candidates must have the ability to motivate themselves. As there is an ambitious approach it may be a success or a failure.
Course Curriculum for Customer Relationship Management
In this course the students will study and understand about components of successful customer care, develop a plan for implementing effective service, finding customer service barriers, improving standards of service and learn how to find alternate solutions and successfully deal with unrealistic customer requests. They will also understand why the customers complain and learn how to deal with it professionally. The pedagogy consists of classroom sessions, internships, case studies, workshops, seminars and online video sessions.
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Frequently Asked Questions (FAQs)
Question: What is the difference between CRM & BRM?
Answer :
CRM deals with the company’s external customers, whereas BRM deals with a company’s internal business partners or internal providers.
Question: How is it beneficial?
Answer :
It is beneficial for both customers and business. For customers, it is a reliable channel to say their opinions, complaints and acquire a better quality product. For business, it allows them to improve their offerings and shape public opinion.
Question: What is a CRM MBA?
Answer :
Customer Relationship Management (CRM) in the Master of Business Administration (MBA) that focuses on technology and marketing.
Question: What is the purpose of the CAT exam?
Answer :
It is a computer-based test to get admitted in a graduate management program. It is conducted for 3 hours.
Question: Which are all the top colleges for a course in CRM?
Answer :
- IIM Ahmedabad
- Symbiosis Centre for Distance Learning – Pune, New Delhi, Noida, Bangalore, Nashik
- JK Business School – Gurgaon
- XLRI Xavier School of Management - Jamshedpur
- AEGIS Institute of Customer Experience Management - Coimbatore
- Apeejay School of Management - New Delhi
- Indian Business School of Advanced Management Studies - Mumbai
Questions related to Customer Relationship Management
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