Customer Relationship Management
|Lecture hours per week|
|Lab hours per week|
The objective of this course is to provide insight and skill necessary for the learner to participate in an enterprise’s challenge to align its business strategy, corporate culture, organization structure, business processes and customer information, with an information technology infrastructure that puts the customer at the core design point. To provide a framework for the learner to construct a philosophy of Customer Relationship Management (CRM) as a necessary core competency to ensure life-sustaining market share and wallet share. Growth is one of the key life forces of an enterprise, thus the course will review the art and science of attracting, developing and retaining loyal customers. These concepts will be reinforced through studying enterprises who have pioneered a CRM philosophy then analyze their lessons learned, and apply those to developing solutions for case study problems. The development of analytical communication and interpersonal skills are key elements of employability requirements in a business environment. For this reason, this course will emphasize co-operative learning and teaming skills, as well as written and oral presentation skills. The application of these skills will take place in a small and large group discussion exercises and in working on teams to develop casework and assignment solutions.