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Customer Relationship Management MKTG 3113

Marketing Management Part-time Studies Course

Course details

How do we build customer centric strategies to keep pace with rapidly changing business environments? Every company should put customer relationship management as a strategic business priority in order to maintain mutually sustainable and profitable relationships. This course is designed to provide students with an understanding of Customer Relationship Management (CRM) including strategy, organization, marketing, information technology and implementation.


  • No prerequisites are required for this course.





Course offerings

Fall 2022

Below is one offering of MKTG 3113 for the Fall 2022 term.

CRN 46272


Tue Sep 06 - Sat Nov 26 (12 weeks)

  • 12 weeks
  • CRN 46272
  • $639.77
Class meeting times
Dates Days Times Locations
Sep 06 - Nov 26 Mon N/A Online

Alexandra Yallouz

Course outline

Course outline TBD — see Learning Outcomes in the interim.



Important information
  1. Internet delivery format.
  2. Please note that the lecture component for this course is asynchronous, not requiring you to meet each and every week at a specific time, however, there will be specific timelines for assignments and exams. It is important you have a stable and consistent internet connection to access course content. Course content, type and quality of assignments, and general standards for this online course are the same as classroom courses. To be successful in this online course, plan to spend 7-10 hours per week on your studies, or more for a condensed course, starting Week 1. Important course information will be sent to your myBCIT account prior to your course start date.

Learning Outcomes

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

  • Explain the importance of the strategic, technological and organization aspects of CRM.
  • Define and analyze the core elements of CRM that optimize profitability, revenue and customer satisfaction and excellence.
  • Understand how to grow the value of the customer base by setting priorities, targeting the right segments, developing the relationship and creating value at life time events and improving retention rates.
  • Define customer service excellence and how it drives extraordinary experience and relationship management.
  • Describe how multi-channel management, personal selling, and the online environment has influenced the development of long-term customer relationships.
  • Evaluate CRM case studies in the context of current trends and changes in the business environment.
  • Conduct a CRM analysis for an organization.

Effective as of Winter 2018

Related Programs

Customer Relationship Management (MKTG 3113) is offered as a part of the following programs:

School of Business + Media

  1. Marketing Management
    Certificate Part-time
  2. Marketing Management (Marketing Communications Option)
    Certificate Part-time
  3. Marketing Management - Customer Relationship Marketing
    Associate Certificate Part-time
  4. Marketing Management - Marketing Communications
    Associate Certificate Part-time
  5. Marketing Management - Retail Marketing Management
    Associate Certificate Part-time


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