Faculty of Business and Management Sciences · Business Administration (English) · Undergraduate
Course Objective
The aim of this course to equip students with a comprehensive understanding of strategies and technologies essential for acquiring, retaining, and enhancing customer relationships. Students will learn to design and implement effective CRM programs, emphasizing customer experience, satisfaction, and loyalty to drive long-term business success
Course Content
This course offers a comprehensive exploration of strategies and technologies essential for cultivating and maintaining profitable customer relationships. Students will delve into the principles of relationship marketing, examining how to create value and satisfaction for customers. The curriculum covers the development and implementation of CRM strategies, the integration of technology and data analytics in managing customer interactions, and the ethical considerations surrounding customer data. Through case studies and practical applications, learners will gain insights into customer acquisition, retention, and loyalty programs, preparing them to effectively manage customer relationships in various business contexts.
Course Learning Outcomes
- Define basic CRM concepts and express their importance in increasing customer satisfaction and loyalty.
- Analyze customer data to develop targeted marketing strategies and personalized customer experiences.
- Evaluate and select appropriate CRM tools and technologies to support organizational goals.
- Design effective customer journey maps that align with business objectives and increase customer engagement.
- Consider ethical and legal considerations when managing client information and relationships.
- Develop strategies for customer acquisition, retention and relationship optimization to drive business growth.