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Customer relationship management and implementation

  • Class 15
  • Practice 30
  • Independent work 75
Total 120

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

Download student guide

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.
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