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BCIT

MKTG 3113 - Customer Relationship Management

Marketing Management Part-time Studies Course

School of Business

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.

Credits

3.0

Cost

$563.45

Fall 2018

Below is one offering of this course for the Fall 2018 term.

CRN 43303

Wed Sep 12 - Wed Nov 28 12 Weeks

Class Meeting Times

Dates Days Times Locations
Sep 12 - Nov 28 Wed 17:30 - 20:30 DTC Rm. 688

Instructor

Kathleen Wong

Course Outline

Cost

$563.45

This course offering is in progress and full. Please check back next term or subscribe to receive email updates.

In Progress and Full

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

MKTG 3113 is offered as a part of the following programs:

School of Business

  1. Marketing Management
    Part-time   Certificate
  2. Marketing Management (Marketing Communications Option)
    Part-time   Certificate
  3. Marketing Management - Customer Relationship Marketing
    Part-time   Associate Certificate
  4. Marketing Management - Marketing Communications
    Part-time/Distance & Online Learning   Associate Certificate

Books & Supplies

The BCIT bookstore carries textbooks, general reference books, software, and stationery. Please visit bcit.ca/bookstore for more information.

Fall 2018

Books for Fall 2018 offerings of this course are available in the following BCIT online bookstores. Please choose the bookstore appropriate for the offering you are considering.

BCIT Downtown Campus Bookstore

If you are taking this course at the BCIT Downtown Campus (DTC), please purchase books for this course at the BCIT Downtown Campus Bookstore.

Image not available
Customer Relationship Management
Author Peelan
Copyright 2013
Binding Paperback
ISBN 978-0-27377-495-2
Price $127.95
Required

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