Customer Relationship Management for Realtors 

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  • Level
  • Time
    6 weeks/- 3 to 5 hours a week
  • Certificate 
  • Indian Institute of Management Bangalore 


Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.
Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.
In this course, you will learn how to shift from a short-term customer transaction based mode of operation to a long-term relationship mode and understand the benefits of having strong customer relations.
Topics covered include:
Customer retention
Customer centricity
Customer lifetime value
Customer value management


  • Week 1
    Introduction to CRM Meaning and definition of CRM, benefits of CRM, why should businesses adopt CRM
  • Week 3
    Economics of CRM Lifetime value of customer, Activity based costing for customer profitability analysis
  • Week 5
    CRM in Business Markets CRM practices in Business Markets
  • Week 2
    Building Customer Relationships The why’s and how’s of building relationships with customers.
  • Week 4
    CRM Applications Applications of CRM in different industries
  • Week 6
    CRM implementation CRM implementation process, precautions related to CRM implementation.

Learning objectives

We want students to understand CRM. Understand the impact, the necessity, consequences, technology and opportunities- 
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