CHSE Odisha Vocational CRM study guide
CHSE Odisha Vocational CRM · Work through your exam, one topic at a time.
The CHSE Odisha Vocational Customer Relationship Management (CRM) course is a higher-secondary vocational subject offered under the Council of Higher Secondary Education, Odisha, for +2 vocational students who want workplace-ready skills in customer-facing roles. It suits learners aiming at retail, banking, telecom, hospitality, insurance, BPO or small-business careers, and it also gives entrepreneurs a structure for managing customers systematically. The CHSE Odisha Vocational CRM study guide has 9 sections and about 2,585 words.
01Introduction to Customer Relationship Management
Customer Relationship Management is a strategy for building profitable, long-term customer relationships, supported by processes and technology. The exam tests whether you can separate the three: strategy (whom we serve and how), process (lifecycle stages and workflows) and technology (the software).
313 words, about 2 min02Customer Service and Communication Skills
Reliability (doing it right the first time) carries the most weight, followed by responsiveness, assurance (knowledge and courtesy), empathy (individual attention) and tangibles (appearance of staff, premises, app). Exams often ask you to classify a complaint by dimension - a wrong bill is reliability; a rude agent is assurance or empathy.
314 words, about 2 min03Customer Acquisition, Retention and Loyalty
The funnel runs awareness → interest → consideration → purchase → onboarding. Customer acquisition cost (CAC) = total acquisition spend ÷ new customers won.
296 words, about 1 min04CRM Systems, Tools and Databases
Operational CRM runs daily transactions - sales force automation, service ticketing with a knowledge base, marketing automation. Analytical CRM stores and queries data for segmentation and scoring.
278 words, about 1 min05Sales and Marketing Support in CRM
Stages: lead → qualified → opportunity → proposal/negotiation → closed won or lost. Weighted pipeline value = deal value × probability of closing.
267 words, about 1 min06Customer Data Management and Privacy
Accuracy, completeness, consistency, timeliness, uniqueness and validity. Most CRM data decay comes from duplicates, missing fields and outdated contact details, so capture rules at the point of entry matter more than cleaning later.
275 words, about 1 min07Handling Complaints and Service Recovery
Receive → acknowledge → classify and prioritise → investigate → resolve → confirm with the customer → close and log → root-cause analysis. A fast holding response, even before resolution, is part of the service.
263 words, about 1 min08CRM Analytics and Performance Measurement
Financial: CLV, CAC, CAC payback period, revenue per account. Retention: churn rate, retention rate, repeat purchase rate.
264 words, about 1 min09Employability, Entrepreneurship and Workplace Practices
Entry routes include customer service associate/CCE, tele-sales executive, CRM executive and back-office data executive. Progression runs to team leader, key account manager, sales operations analyst, CRM administrator (Salesforce, Zoho, HubSpot) and customer insights analyst.
315 words, about 2 min