ITM 6020 - Customer Relationship Management

Credits: 3

This course provides students with a working knowledge of the principles and best practices for managing customer relationships that result in unsolicited testimonials and relationship annuities. Students learn how to quantify customer orientation and how to develop relationship-driven customer management systems based on the judicious use of resources born from a decisive strategic plan. Topics include customer profiling, market segmentation, customer service, retention, relational databases, and CRM software. Students are encouraged to participate in discussions on current and generally unpredictable trends, return on investment from sales and marketing expenditures, and how popular myths propel the uninitiated to obscurity and extinction. Coursework lends insight into the key CRM concepts needed to make informed and effective business decisions, and increase sales and maximize profits. (3) Limited to online program students.

Prerequisite(s): None
Graduate