CCN: SCM2060

Title: CUSTOMER SERVICE/CUSTOMER RELATIONSHIP MANAGEMENT

Credit Hrs: 3.00

Description

This course will enable students to understand Customer Relationship Management (CRM) and Customer Service Operations (CSO) as it refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. CRM and CSO key performance elements include compiling information on customers across different channels, points of contact between the customer and the company, which could include the company's website, telephone, live chat, direct mail, marketing materials and social media. CRM and CSO systems provide customer service staff detailed information on customers' personal information, purchase history, buying preferences and concerns. Additionally, this course incorporates oral communications as it relates to CSO.

Prerequisite(s) :

Lec Hrs	Lab Hrs	Oth Hrs	Fees
48.00	0.00	0.00