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.
International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
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 (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 2026
Below are two offerings of MKTG 3113 for the Spring/Summer 2026 term.
CRN 65922
Dates
Apr 07 - Jun 27 Loading
- CRN 65922
- $692.52 Domestic fees
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Apr 07 - Jun 27 | N/A | N/A | Online |
Duration
12 weeks
Instructor
Alex Yallouz
Course outline
Important information
- This course online asynchronous delivery format: you are not required 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. 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. If this course is showing as full, please contact Candace_Marrington@bcit.ca and ask that your name be added to the waitlist.
Confirmation
Required
To proceed with registration and add this course to the cart, please confirm:
Status
If you have any questions about this course, please contact us.
CRN 66708
Dates
Apr 08 - Jun 24 Loading
- CRN 66708
- $720.80 Domestic fees
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Apr 08 - Jun 24 | Wed | 17:30 - 20:30 | Downtown DTC Rm. 460 |
Duration
12 weeks
Instructor
Alex Yallouz
Course outline
Important information
- 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.
Confirmation
Required
To proceed with registration and add this course to the cart, please confirm:
Status
If you have any questions about this course, please contact us.
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.