Customer Relationship Management Systems

The American College of Greece

Course Description

  • Course Name

    Customer Relationship Management Systems

  • Host University

    The American College of Greece

  • Location

    Athens, Greece

  • Area of Study

    Information Sciences, Information Technologies

  • Language Level

    Taught In English

  • Prerequisites

    CS 1070 Introduction to Information Systems

  • Course Level Recommendations

    Upper

    ISA offers course level recommendations in an effort to facilitate the determination of course levels by credential evaluators.We advice each institution to have their own credentials evaluator make the final decision regrading course levels.

    Hours & Credits

  • US Credits

    3
  • Recommended U.S. Semester Credits
    3
  • Recommended U.S. Quarter Units
    4
  • Overview

    DESCRIPTION:
    Customer-centric marketing strategies; CRM concepts, metrics and techniques; CRM systems for customer analysis; CRM analysis and business performance; CRM systems for loyalty programmes, channel management and promotional campaigns; Customer segmentation through CRM.

    RATIONALE: 
    The module is intended to provide a definition of Customer Relationship Management (CRM), the benefits it delivers, the contexts in which it is used, and its implementation. Moreover, it demonstrates how a CRM system can be deployed to support customer management strategies and objectives. The module provides a well-balanced study of strategy and organisation, marketing aspects, analytical CRM, operational CRM, and implementation of CRM systems.

    LEARNING OUTCOMES: 
    As a result of taking this course, the student should be able to:
    1. Analyse the strategic framework of customer relationship management (CRM) in managing customer relationships through interactive technologies.
    2. Align the CRM strategy with the business strategy.
    3. Apply the strategic, organisational, commercial and technological aspects of CRM in the context of the CRM strategy defined.

    METHOD OF TEACHING AND LEARNING:
    In congruence with the learning and teaching strategy of the College, the following tools/activities are used:
    • Lectures and class discussions. Laboratory practical sessions and problem solving.
    • Office hours held by the instructor to provide further assistance to students.
    • Use of the Blackboard Learning platform to further 
    2 support communication, by posting lecture notes, assignment instruction, timely announcements, and online submission of assignments.