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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


Course code






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.


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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