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MKT206Management Sciences2 Unitsintermediate

Customers Relationship Management

This course introduces the principles and practices of customer relationship management (CRM). It explores the concepts, evolution, and elements of CRM, emphasizing customer loyalty and retention strategies. Students will learn about CRM technology components, planning processes, and implementation. The course also covers customer behavior, the role of CRM managers, and the importance of customer satisfaction in building strong customer relationships.

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39h
Study Time
13
Weeks
3h
Per Week
none
Math Level
Course Keywords
Customer Relationship ManagementCustomer LoyaltyCRM StrategiesCustomer RetentionCustomer Behavior

Course Overview

Everything you need to know about this course

Course Difficulty

Intermediate Level
Builds on foundational knowledge
65%
intermediate
📚
Math Level
No Math
📖
Learning Type
Theoretical Focus

Course Topics

Key areas covered in this course

1

Introduction to CRM

2

Evolution of CRM

3

Elements of CRM

4

CRM Technology

5

Customer Lifecycle

6

Customer Retention

7

Customer Behavior

8

Role of CRM Managers

9

Customer Satisfaction

10

Customer Loyalty

Total Topics10 topics

Ready to Start

No specific requirements needed

This course is designed to be accessible to all students. You can start immediately without any prior knowledge or specific preparation.

Assessment Methods

How your progress will be evaluated (3 methods)

assignments

Comprehensive evaluation of course material understanding

Written Assessment

tutor-marked assignments

Comprehensive evaluation of course material understanding

Written Assessment

final examination

Comprehensive evaluation of course material understanding

Computer Based Test

Career Opportunities

Explore the career paths this course opens up for you

CRM Manager

Apply your skills in this growing field

Marketing Manager

Apply your skills in this growing field

Sales Manager

Apply your skills in this growing field

Customer Service Manager

Apply your skills in this growing field

Business Development Manager

Apply your skills in this growing field

Industry Applications

Real-world sectors where you can apply your knowledge

RetailFinanceHealthcareTechnologyHospitality

Study Schedule Beta

A structured 13-week journey through the course content

Week
1

MODULE ONE

2h

Unit 1: Introduction, Meaning and Definition of Customer Relationship Management

2 study hours
  • •Define CRM, explain its components, and discuss the need for CRM in modern business.
  • •Understand the concepts of one-to-one marketing and its relation to CRM.
Week
2

MODULE ONE

2h

Unit 2: Evolution of Customer Relationship Management

2 study hours
  • •Explain the evolution of CRM from transactional to relationship-based approaches.
  • •Differentiate between transactional and relationship marketing strategies.
Week
3

MODULE ONE

2h

Unit 3: Elements of Customer Relationship Management

2 study hours
  • •Identify and describe the key elements of CRM, including customer knowledge, relationship strategy, and communication.
  • •Discuss the importance of sales force automation and campaign management.
Week
4

MODULE ONE

2h

Unit 4: CRM Technology Components /Customer Lifecycle/Loyalty

2 study hours
  • •Explain the CRM technology components and their role in managing customer data.
  • •Understand the customer lifecycle and its importance in CRM strategy.
  • •Discuss the concept of customer loyalty and its drivers.
Week
5

MODULE ONE

2h

Unit 5: CRM Process and Customer Retention

2 study hours
  • •Describe the CRM process and its steps.
  • •Understand customer retention strategies and their importance.
  • •Apply the strategies for customer retentions.
Week
6

MODULE TWO

2h

Unit 1: CRM Strategies tools/ Major areas of customer relationship management

2 study hours
  • •Identify and explain the major CRM strategies and tools.
  • •Discuss the key areas of customer relationship management, including strategic CRM, technology implementation, and business intelligence.
Week
7

MODULE TWO

2h

Unit 2: Importance of customer relationship management

2 study hours
  • •Discuss the importance of customer relationship management to stakeholders.
  • •Explain the key features of CRM and their impact on organizational success.
Week
8

MODULE TWO

2h

Unit 3: CRM planning and implementation

2 study hours
  • •Describe the CRM planning process and its key steps.
  • •Understand the challenges and considerations in CRM implementation.
Week
9

MODULE TWO

2h

Unit 4: Customer Behavior

2 study hours
  • •Explain the factors influencing customer behavior.
  • •Understand the customer purchase decision process and its context.
Week
10

MODULE TWO

2h

Unit 5: Role OF CRM Managers

2 study hours
  • •Describe the role and responsibilities of CRM managers.
  • •Understand the duties of CRM managers.
Week
11

MODULE THREE

2h

UNIT 1: CUSTOMERS SERVICE AND CUSTOMERS LOYALTY

2 study hours
  • •Define customer service and customer loyalty.
  • •Discuss the advantages, disadvantages, and benefits of customer service and loyalty.
  • •Explain the relationship between customer service and loyalty.
Week
12

MODULE THREE

2h

UNIT 2: REASONS OF SEEKING CUSTOMERS' SATISFACTION

2 study hours
  • •Define customer satisfaction.
  • •Discuss the importance of customer satisfaction.
  • •Explain the determinates of customer satisfaction.
Week
13

MODULE THREE

2h

UNIT 3: MODELS OF CONSUMER BEHAVIOUR

2 study hours
  • •Understand the terms models in relation to Consumer Behaviour
  • •Discuss models of consumer behaviour
  • •Explain theoretical approaches to the study of consumer behaviour

This study schedule is in beta and may not be accurate. Please use it as a guide and consult the course outline for the most accurate information.

Course PDF Material

Read the complete course material as provided by NOUN.

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Study Tips & Exam Preparation

Expert tips to help you succeed in this course

1

Review all tutor-marked assignments and their solutions.

2

Create a detailed outline of each module's key concepts.

3

Practice applying CRM strategies to real-world case studies.

4

Focus on understanding the different stages of the customer lifecycle.

5

Prepare examples of successful and unsuccessful CRM implementations.

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