- International Fees
International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
Course Overview
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.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
3.0
Domestic fees
$692.52 - $720.80 See individual course offerings below for actual costs.
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:
- Indicates programs accepting international students.
School of Business + Media
- Event Marketing and Management Strategy
Certificate Part-time
- Marketing Management
Certificate Part-time
- Marketing Management (Marketing Communications Option)
Certificate Part-time
- Marketing Management (Professional Sales Option)
Certificate Part-time
- Marketing Management - Customer Relationship Marketing
Associate Certificate Part-time
- Marketing Management - Entrepreneurship
Associate Certificate Part-time
- Marketing Management - Marketing Communications
Associate Certificate Part-time
- Marketing Management - Sales Skills
Associate Certificate Part-time
Course Offerings
Spring/Summer 2025
Below are two offerings of MKTG 3113 for the Spring/Summer 2025 term.
CRN 66708
Dates
Apr 07 - Jul 07 Loading
- CRN 66708
- $706.63 Domestic fees
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Apr 07 - Jul 07 | Mon | 17:30 - 20:30 | Downtown DTC Rm. 381 |
Duration
12 weeks
Instructor
Alexandra Yallouz
Course outline
Important information
- Important course information will be sent to you prior to your course start date. Check your myBCIT email account to access this information.
- International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
- This course is held in-person at the downtown campus. To be successful in this course, plan to spend 7-10 hours per week on your studies, starting week 1. If this course is showing as full, please contact Candace_Marrington@bcit.ca and request that your name be added to the waitlist and please include your full name and student ID. No class held April 21 - Easter and May 19 - Victoria Day
Status
CRN 69991
Dates
Apr 07 - Jul 07 Loading
- CRN 69991
- $706.63 Domestic fees
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Apr 07 - Jul 07 | Mon | 13:00 - 16:00 | Downtown DTC Rm. 481 |
Duration
12 weeks
Instructor
Alexandra Yallouz
Course outline
Important information
- International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
- This course is held in-person at the downtown campus. To be successful in this course, plan to spend 7-10 hours per week on your studies, starting week 1. If this course is showing as full, please contact Candace_Marrington@bcit.ca and request that your name be added to the waitlist and please include your full name and student ID. No class held April 21 - Easter and May 19 - Victoria Day
Status
Fall 2025
Below are two offerings of MKTG 3113 for the Fall 2025 term.
CRN 46272
Dates
Sep 08 - Nov 29 Loading
- CRN 46272
- $692.52 Domestic fees
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Sep 08 - Nov 29 | N/A | N/A | Online |
Duration
12 weeks
Instructor
Alexandra Yallouz
Course outline
Course outline TBD — see Learning Outcomes in the interim.
Important information
- Internet delivery format.
- International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
- Please note that the lecture component for this course is asynchronous, not requiring you to meet each 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. Please check the following link to ensure you meet the computer requirements for the class. www.bcit.ca/files/business/pdf/bcit-sobm-byod.pdf 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 if it’s a condensed course, starting Week 1. Important course information will be sent to your myBCIT account prior to your course start date. If this course is showing as full, please contact Candace_Marrington@bcit.ca and request that your name be added to the waitlist.
Status
CRN 43303
Dates
Sep 09 - Dec 09 Loading
- CRN 43303
- $720.80 Domestic fees
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Sep 09 - Dec 09 | Tue | 17:30 - 20:30 | Downtown DTC Rm. 460 |
Duration
12 weeks
Instructor
Rodan Gopaul-Singh
Course outline
Course outline TBD — see Learning Outcomes in the interim.
Important information
- International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
- Students are permitted to register up until the first week without approval. To be successful in this course, plan to spend 7-10 hours per week on your studies, starting week 1. This course is held in-person at the downtown campus on Tuesday evenings at 5:30pm. If this course is showing as full, please contact Candace_Marrington@bcit.ca and request that your name be added to the waitlist. No classes held on Sept 30th Truth and Reconciliation and Nov 11th Remembrance Day.
Status
Programs and courses are subject to change without notice.