Business Management FT
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Sales & Customer Relationship Management (E)

level of course unit

first cycle, Bachelor

Learning outcomes of course unit

Students are familiar with fundamental concepts of sales management and customer relationship management.
Students:
• are able to classify and assess the structure of a sales organization.
• are familiar with the context and numerous requirements for salespersons.
• are familiar with the background of the CRM approach and understand the challenges and advantages of a CRM system.

prerequisites and co-requisites

not applicable

course contents

This lecture gives an overview of the topic areas of sales management and customer relationship management, especially in the SME environment. Particular attention is paid to the following main points:
• Tools and methods of sales management
• Creation, organization and optimization of sales structures
• Recruitment & further development of salespersons
• Sales targets and strategies
• Sales process and negotiation process in sales
• Responsibility area of customer relationship management
• Measurement of quality and satisfaction as a basis for CRM
• Success factors for the introduction of a CRM system (also considering aspects of data protection law)

recommended or required reading

• Jobber, D.; Lancaster, G. (2012): Selling & Sales Management, 9th ed., Essex: Pearson education.
• Holden, R. (2012): Negotiating with backbone - eight sales strategies to defend your price and value, Upper Saddle River: Financial Times Press.
• Fisher, R.; Ury, W. L.; Patton, W. (2011): Getting to Yes, New York: Penguin Books.
• Helmke, S.; Uebel, M.; Dangelmaier, W. (2013): Effektives Customer Relationship Management: Instrumente - Einführungskonzepte – Organisation, 5. Aufl., Wiesbaden: Gabler.
• Bruhn, M.; Homburg, C. (2010): Handbuch Kundenbindungsmanagement: Strategien und Instrumente für ein erfolgreiches CRM, 7. Aufl., Wiesbaden: Gabler.

assessment methods and criteria

presentation and/or homework

language of instruction

English

number of ECTS credits allocated

2

planned learning activities and teaching methods

Lecture, group work, presentation and task discussion

semester/trimester when the course unit is delivered

3

name of lecturer(s)

Diplom- Wirtschaftsjurist (FH) Wever Mark

year of study

2.year of studies

recommended optional program components

not applicable

course unit code

KUN.3

type of course unit

compulsory

mode of delivery

In-class course

work placement(s)

not applicable