Customer relationship management and implementation
- Class 15
- Practice 30
- Independent work 75
Course title
Customer relationship management and implementation
Lecture type
Elective
Course code
22-01-535
Semester
6
ECTS
4
Lecturers and associates
Course overview
This module introduces students to the fundamental of customer relationship management, its planning, implementation, development, and functions.
Students will learn about:
• Definition of customer and need for its management.
• Defining needs for customer management systems in electronic commerce.
• Customer management systems.
• Customer management systems on the Web.
• Key concepts for determining platform and architecture.
• Planning, implementation, and deployment of Web system for customer management.
• Customer management systems in consumer and enterprise world.
• Planning, implementation, and deployment of Web CRM systems.
• Understanding, analysing, and defining needs for linking CRM, CMS, e-commerce solutions.
The module is taught through integration of theory, know-how and individual practical learning and problem solving. The module assessment is based on individual student project tasks, theoretical exam, and practical homework. Individual student project tasks are based on a specific practical application of knowledge and skillset.
This module is a part of the front-end core of the study, actively taking students through customer relationship management. Skills learnt in this module will contribute significantly to front-end core modules and overall knowledge.
Literature
Essential reading:
1. Kumar, V. and Reinartz, W. (2012) Customer Relationship Management: Concept, Strategy, and Tools. 2nd edition. NY: Springer
Recommended reading:
2. Kawasaki, G. and Fitzpatrick, P. (2014) The Art of Social Media: Power Tips for Power Users. Illustrated edition. [s.l.]: Portfolio
Bachelor of Computer Engineering sub-specialization in Multimedia Computing
Minimal learning outcomes
- Argue the need for customer management.
- Compare platforms and architectures of customer management systems.
- Evaluate web-based customer management systems.
- Evaluate CRM, CMS and ERP integrating them withing a single web solution.
Preferred learning outcomes
- Self-assess and evaluate needs for customer management.
- Recommend optimal platform and architecture of customer management system.
- Implement and justify implementation of web-based customer management system.
- Evaluate CRM, CMS and ERP integrating them withing a single web solution. Compare and support the integration decisions against others available.