Customer Relationship Management

Customer relationship

management

management (CRM) Exercises

09/14/2012

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Course book

Key Sources of the course:

CRM by Ed Peelen

09/14/2012

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Course objectives

KSA are key concerns

CRM course objectives

Knowledge

To have a critical

understanding of

CRM theory and

core concepts

To develop a

marketing strategy

referring to the

serious

consideration of

CRM

09/14/2012

Skills

Attitude

Teamwork skill

Creativeness

Ethical & legal

Analytical, synthetical,

observational skills

Polite

Effective goal setting skill

Communication and

presentation skills

Confident,

independent,

and open to new

ideas

Time management skill

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Course assessment

Study is a long process for evaluation, not only final exam

Notes:

Personal portfolio preparation (PPP)

Case study written report and presentation

Group project written report and presentation

Final Examination

15%

15%

20%

50%

0.5 mark minus will be applied for each one –day report submission tardiness. And 0

mark will be applied for one–week late report submission

In case of plagiarism discovered in any form at any time, 0 mark will be applied together

with correspondent discipline sanction

English presentations & reports are highly stimulated with maximum mark plus up to 2

Each recorded teamwork absenteeism will be personally 1-mark minus at least

Serious consideration of Validity, Reliability, Cost Effectiveness & Time Management

Plan your work and work your plan

09/14/2012

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Course assessment

1.1

General rules

Assessment will be on both presentation & reports

Presentation

(50%)

Reports (50%)

1 file/each: Font Arial 13; 1.5 lines;

SMART rule

Other parts of a written report (table of contents, references…)

must be included and not considered as words counted

Report assessment criteria:

Contents

Forms

− Structure

− Layout...