Week |
Subject |
Related Preparation |
1) |
• Define customer relationship management (CRM)
• Discuss the purposes and uses of CRM
• Explain the components of CRM
• Discuss the important concepts that are related to CRM
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2) |
• Discuss the occurence, development, and importance of CRM
• Discuss CRM success and failure examples
• Describe the challenges of CRM and the tools that can be used to solve the problems
• Explain how to expand CRM applications
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Homework: to be posted by email |
3) |
• Discuss the occurence, development, and importance of relationship marketing
• Explain the characteristics of relationships in marketing
• Discuss the connection of relationship marketing with CRM practices
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Homework: to be posted by email |
4) |
• Discuss the role of human resources in CRM strategy development
• Explain company environment and culture
• Discuss value chain and its role in CRM strategy
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Homework: to be posted by email |
5) |
• Discuss the management of customer relationships
• Define customer integration problem and its effects on marketing strategy
• Explain customer database integration
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Homework: to be posted by email |
6) |
midterm exam |
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7) |
• Discuss the transformation of technology
• Explain the technological improvements in marketing
• Define recent technological applications
• Discuss success stories for technological practices and CRM
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8) |
• Define database
• Explain the acquisition and transformation of customer database
• Discuss datamining
• Explain CRM and database management
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Homework: to be posted by email |
9) |
• Explain the challenges of sales management
• Discuss the changes in sales and CRM applications
• Explain sales process and its role in CRM
• Discuss the interdependence of sales and customer relationship
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Homework: to be posted by email |
10) |
• Explain the importance of technology in sales
• Discuss the importance of gaining customer information
• Explain sales force communication
• Define sales force automation technology
• Explain CRM systems and automation applications
|
Homework: to be posted by email |
11) |
• Explain customer-company profit chain: satisfaction, loyalty and profitability
• Define service quality and customer satisfaction
• Explain customer loyalty
|
Homework: to be posted by email |
12) |
• Define marketing automation
• Explain the role of CRM in marketing automation
• Explain marketing automation software and marketing communication
• Discuss the integration of CRM with marketing automation
|
Homework: to be posted by email |
13) |
• Discuss the calculation of CRM return on investment
• Define CRM systems and softwares for effectiveness
• Describe CRM matrics: factors to be monitored and measured
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Homework: to be posted by email |
14) |
• Describe customer privacy and ethics in CRM
• Explain the importance of ethics in CRM
• Discuss the future of CRM and recent issues
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Homework: to be posted by email |
15) |
• Final exam |
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Program Outcomes |
Level of Contribution |
1) |
Explain the essential body of knowledge in the area of business administration, including evolution of the discipline, the state-of-the-art concepts, scientific methodology, theories and models |
5 |
2) |
Employ the appropriate tools and analytical techniques to collect and analyze quantitative and qualitative data in the related areas, interpret results and propose solutions |
|
3) |
Recognize the importance of technological development, especially in information technologies, and utilize them in business administration |
5 |
4) |
Evaluate the body of knowledge in the dynamic business world and business functional areas to asses needs, manage and lead change by using critical and innovative thinking |
1 |
5) |
Discover and create entrepreneurial opportunities and expertise to successfully establish and develop their own ventures |
5 |
6) |
Fulfill their responsibility in teamwork and projects in businesses, and act as a leader |
1 |
7) |
Communicate in written and oral English with people from diverse backgrounds, and have the English proficiency to follow and interpret the global dynamics in the areas of business administration |
1 |
8) |
Recognize individual and multi-cultural diversity, and can emphatically interact with individuals from diverse cultural backgrounds in social and professional settings |
4 |
9) |
Identify standards of personal, professional, social and business ethics, evaluate the ethical implications of various practices in the related areas, and be aware the importance of ethical behavior in adding value to the society |
4 |
10) |
Recognize interrelationship among business and other disciplines, and relate knowledge from diverse areas to formulate novel solutions in the area of business administration |
2 |