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Customer relationship
management
management (CRM) Exercises
09/14/2012
www.hoasen.edu.vn
1
Course book
Key Sources of the course:
CRM by Ed Peelen
09/14/2012
www.hoasen.edu.vn
2
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
www.hoasen.edu.vn
3
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
www.hoasen.edu.vn
4
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...