British Columbia Institute of Technologywww.bcit.ca/study/courses/mktg3113

Important Notice: COVID-19 Institute response

BCIT

MKTG 3113 - Customer Relationship Management

Marketing Management Part-time Studies Course

School of Business + Media

To support you and your education, BCIT is adapting applied learning in formats appropriate to the unfolding global situation. All PTS classes are being delivered in an online format unless you are notified otherwise.

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

$614.97 - $650.10 See individual course offerings below for actual costs.

Winter 2021

Below are three offerings of this course for the Winter 2021 term.

CRN 87607

Mon Jan 04 - Sat Mar 27 12 Weeks

Class Meeting Times

Dates Days Times Locations
Jan 04 - Mar 27 Online Delivery
See Notes below

Instructor

Kathleen Wong

Course Outline

Cost

$614.97

Notes

  1. Internet delivery format.
  2. Students are permitted to register up until the first week without approval. Please note that the lecture component for this course is asynchronous; you are not required 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. 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.
  3. Important course information will be sent to you prior to your course start date. Check your myBCIT email account to access this information.

CRN 83261

Tue Jan 05 - Tue Mar 23 12 Weeks

Class Meeting Times

Dates Days Times Locations
Jan 05 - Mar 23 Tue 17:30 - 20:30 Online Delivery
See Notes below

Instructor

Alexandra Yallouz

Course Outline

TBD – see Learning Outcomes in the interim

Cost

$640.10

Notes

  1. Students are permitted to register up until the first week without approval. This is not a self-paced course. You will be expected to be available and online on the posted days and times shown on your registration schedule. 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.
  2. Important course information will be sent to you prior to your course start date. Check your myBCIT email account to access this information.

CRN 87754

Thu Jan 07 - Thu Mar 25 12 Weeks

Class Meeting Times

Dates Days Times Locations
Jan 07 - Mar 25 Thu 18:00 - 21:00 Online Delivery
See Notes below

Instructor

Bryan Graziano

Course Outline

TBD – see Learning Outcomes in the interim

Cost

$650.10

Notes

  1. Students are permitted to register up until the first week without approval. This is not a self-paced course. You will be expected to be available and online on the posted days and times shown on your registration schedule. 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.
  2. Important course information will be sent to you prior to your course start date. Check your myBCIT email account to access this information.

Online registration for this course offering is not available. However, you can still register via phone, mail or in person.

Registration Options

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 + Media

  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
  5. Marketing Management - Retail Marketing Management
    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.

Winter 2021

Books for Winter 2021 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

BCIT Distance & Online Learning Bookstore

If you are taking this course through either Distance Education or Online Learning, please purchase books for this course at the BCIT Distance & Online Learning Bookstore.

Customer Relationship Management
Author Peelan
Copyright 2013
Binding Paperback
ISBN 978-0-27377-495-2
Price $127.95
Required

BCIT Burnaby Bookstore

If you are taking this course, but are not taking it through either Distance Education or Online Learning, nor at the BCIT Downtown Campus (DTC), please purchase books for this course at the BCIT Burnaby 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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Registration is now open for the Winter 2021 term.

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