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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS LGM 3018 CUSTOMER RELATIONSHIP MANAGEMENT ELECTIVE 3 0 0 5

Offered By

Logistics Management (English)

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

Offered to

Logistics Management (English)

Course Objective

The objective of this course is to understand the importance of CRM, how it is valuable for strategic marketing planning and having a vision for creative communicating with the customers.

Learning Outcomes of the Course Unit

1   To define the role that CRM plays in modern managerial decision. 2   To define CRM strategies in Sales, Marketing and Customer Service Contexts 3   To explain the view of the organization of business and its integration with CRM

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Basic Concepts in Customer Relationship Management 2 CRM Value Chain 3 IT for CRM 4 IT for CRM 5 Customer Portfolio Analysis 6 Building a Customer Database 7 Creating and Managing Networks 8 Mid-Term Exam 9 Creating Value for Customers 10 Integrating CRM Strategies 11 Organizing for Customer Relationship Management 12 The Future of CRM 13 Presentation 14 Presentation 15 Presentation 16 Final Exam

Recomended or Required Reading

Petersen, Glen S. (1998), Customer Relationship Management Systems : ROI And Results Measurement, Downers Grove, Ill. : Strategic Sales Performance

Planned Learning Activities and Teaching Methods

Literature review, case studies, problem solving.

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 ASG ASSIGNMENT 3 FINS FINAL EXAM 4 FCG FINAL COURSE GRADE MTE * 0.30 + ASG * 0.10 + FINS * 0.60 5 RST RESIT 6 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.30 + ASG * 0.10 + RST * 0.60

Further Notes About Assessment Methods

None

Assessment Criteria

Oral and written competencies regarding the use of knowledge, abilities and skills in the field of Customer Relationship Management in terms of research, investigation and evaluation will be evaluated.

Language of Instruction

English

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

To be announced.

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 14 3 42 Preparations before/after weekly lectures 12 4 48 Preparation for midterm exam 1 6 6 Preparation for final exam 1 10 10 Preparing assignments 1 10 10 Preparing presentations 1 5 5 Final 1 2 2 Midterm 1 2 2 TOTAL WORKLOAD (hours) 125

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 PO.7 PO.8 PO.9 PO.10 PO.11 PO.12 PO.13 LO.1 3 3 3 3 3 3 3 3 3 3 LO.2 3 3 5 5 3 3 3 3 3 3 LO.3 3 3 5 5 3 3 3 3 3 3