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
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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
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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
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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 advances in the area of economics and finance within the framework of scientific methodology, theories and models. |
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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. |
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3) |
Explain the evolution of financial markets and institutions in a historical context and define how they operate. |
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4) |
Recognise the basic principles and regulations in the financial sector. |
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5) |
Discover and create entrepreneurial opportunities to successfully establish and develop their own ventures. |
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6) |
Recognise, interpret and discuss the current economic issues both at the national and global levels. |
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7) |
Have the English proficiency in following and interpreting the developments in the areas of economics and finance and in conducting written and oral communication. |
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8) |
Express the role of international capital markets in the global economy; accordingly define the concept of risk in terms of measurement and management. |
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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. |
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