CHSE Odisha Vocational CRM study plan

Define CRM and distinguish operational, analytical and collaborative CRM, giving one concrete example of each from a small Indian retail or service business.

Identify the main records in a CRM database (customer, contact, lead, opportunity, activity, case) and explain in writing how they link to one another.

Classify a sample list of 20 data fields as personal, sensitive, or business data, and state a lawful purpose for collecting each.

Set up a free spreadsheet or trial CRM and create three linked records: one customer, one contact and one case.

Perform data entry, de-duplication and cleanup on a 50-row mock customer list, recording the rules you applied for merging duplicates.

Explain the difference between data accuracy, completeness, consistency and timeliness, and test a sample dataset against each criterion.

Summarise the core obligations under India's Digital Personal Data Protection Act in plain language: consent, purpose limitation, notice, data-principal rights and breach reporting.

Draft a short consent notice and a data retention schedule for a fictional coaching centre.

Demonstrate the five stages of a service interaction (greeting, listening, clarifying, resolving, closing) in a recorded five-minute role-play.

Apply active listening techniques such as paraphrasing and reflecting feeling, and identify three filler habits to eliminate from your speech.

Draft written replies to three channel variants of the same query: phone script, email and WhatsApp message.

Classify five sample complaints by type and severity using a simple triage matrix.

Apply a structured service recovery sequence: acknowledge, apologise, take ownership, fix, follow up, and log the case.

Write responses to an angry customer, a delayed-delivery complaint and an unreasonable demand, keeping tone professional in each.

Identify when to escalate a complaint and draft an escalation note containing facts, actions taken and the decision needed.

Explain the concept of service recovery paradox and give one realistic example of turning a complaint into a retained customer.

Map a five-stage customer lifecycle and list two CRM actions appropriate to each stage.

Calculate customer acquisition cost and customer lifetime value for a worked example, and interpret what the ratio implies.

Design a simple loyalty programme with tiers, earn and burn rules, and one anti-abuse safeguard.

Build a lead qualification checklist using a recognised framework such as BANT or a simple fit-and-intent score, and apply it to five sample leads.

Segment a mock customer base of 100 rows into at least three groups using recency, frequency and value, and describe the offer for each segment.

Write a short campaign brief stating objective, audience, channel, message and success metric.

Define and calculate five core CRM metrics: response rate, conversion rate, churn rate, retention rate and average resolution time.

Choose two KPIs for a customer support team and justify why they matter more than call volume alone.

Build a simple dashboard mock-up with four charts covering acquisition, retention, satisfaction and service performance.

Interpret a set of sample results and write three findings, each stating what the data shows, why it matters and what action follows.

Explain how CRM supports business strategy, including one benefit and one risk for a small enterprise adopting a CRM system.

Identify three common causes of misleading CRM reports, such as inconsistent data entry or vanity metrics, and propose a fix for each.

Write a CV section and a 60-second self-introduction that present CRM, communication and data-handling skills with concrete evidence.

Prepare answers to five common interview questions for a CRM or customer support role, including one on handling an upset customer.

Outline a small CRM-based business idea, such as a neighbourhood loyalty service, covering customer, offer, tools and basic costs.

Complete two timed mixed-domain practice sets and review every wrong answer against its source topic.

Compile a personal list of weak areas and a 30-day post-exam revision and job-application plan.