01: Introduction and Overview
02: Purposes of CRM
03: Customer Service Facilitation
04: Customer Services
05: History of Customer Services
06: What does a Customer Want?
07: Customer Complaints and its Handling
08: Implementation of CRM
09: How to Construct CRM Program?
10: Analytical CRM
11: Improving Customer Relationships
12: General Tips for Customers Satisfaction
13: Customer Service Training workshop
14: Strategic Management
15: Implementation of Strategic Management
16: Why Strategic Management Plans Fail?
17: Specific Skills for CRM
18: Customer Retention
19: Customer Loyalty
20: Types of Loyalty
21: Why do Customers Defect?

22: Public Relation
23: CRM ONE- to-ONE Marketing to the Next Level
24: Applying Customer Relationship Management
25: Understanding the Basic Concepts of CRM
26: CRM Functions
27: CRM-Based Marketing and Sales
28: Personalizing Website
29: An insight into CRM and E-CRM
30: Electronic Customer Relationship Management
31: Applications and Objectives of CRM
32: Introduction and Objectives of a CRM Process
33: Why do Organizations undertake CRM?
34: Feature of Good CRM
35: Customers' Expectations
36: What do Customer Want and the Appeal that we can make?
37: How a Customer decides or accepts?
38: Handling a difficult Customer?
39: CRM and Communication
40: Achieving Effective CRM
41: Conclusion of CRM