Customer Relationship Management

This course focuses on the strategies and technologies used by companies to manage their relationships with customers and enhance customer satisfaction and loyalty. This course covers the fundamentals of CRM, including understanding customer needs, customer lifecycle management, data analysis, and the use of CRM software solutions. Through case studies, hands-on projects, and simulations, students will learn how to design and implement effective CRM strategies that contribute to business success.

Upon successful completion of this course, students will be able to:

• CRM Fundamentals: Students will understand the core principles of CRM, including segmentation, customer value management, and customer retention strategies.
• Strategic Use of CRM Tools: Develop proficiency in using modern CRM software and technologies to collect, analyze, and leverage customer data to improve service delivery and customer engagement.
• Customer Analytics and Decision Making: Gain insights into customer analytics techniques to predict customer behavior, personalize customer interactions, and make informed business decisions.
• Enhance Customer Satisfaction and Loyalty: Learn to implement CRM practices that enhance customer satisfaction, foster loyalty, and drive long-term business growth.

These outcomes are designed to equip students with the skills necessary to effectively manage customer relationships and drive business success in various organizational settings.