ERP Systems & Business Process Management PT
Apply Icon
Apply
now

Customer Relationship Management (E)

level of course unit

Master

Learning outcomes of course unit

Graduates/students:
know the benefit of Customer Relationship Management (CRM)
know the impact of clients for each company
know the process of CRM in detail
know how to anchor types of CRM in companies in terms of organization
know key performance indicators to evaluate customers satisfaction
know standard reports of CRM Systems
know criteria to select qualified CRM solutions
know interfaces (data) to other ERP modules

prerequisites and co-requisites

not applicable

course contents

Sales and marketing processes
Goals of CRM
Role models of CRM
CRM strategies
Supporting IT systems of CRM (computer aided selling)
CRM and marketing
CRM and customer service
CRM in the sales process
CRM in e-business
Analytical CRM
Leading CRM departments

recommended or required reading

Dyché, J.: The CRM Handbook: A Business Guide to Customer Relationship Management.- Prentice Hall: Addison-Wesley, 2002
Buttle F..: The CRM Handbook: Customer Relationship Management, second edition.- Butterworth-Heinemann, 2009

assessment methods and criteria

Exam

language of instruction

English

number of ECTS credits allocated

2

planned learning activities and teaching methods

not applicable

semester/trimester when the course unit is delivered

2

name of lecturer(s)

Dr. Meyer Matthias

year of study

1

recommended optional program components

not applicable

course unit code

V.BTP.1

type of course unit

ILV

mode of delivery

in-class-course

work placement(s)

not applicable