- Java
- Tema
- 1
- Introduction to concepts and familiarity with customer relationship management-CRM. Presentation of the literature and basic resources of the course, presentation of the syllabus and the way of assessment and tasks where students will be engaged
- 2
- Automatic Marketing Systems and CRM
- 3
- Customer Value / Company Value / Chain Satisfaction-Loyalty-Profit / Customer Value Concept Enhancement
- 4
- Transactional marketing (TM) vs. Relationship Marketing (RM) / Concepts, Similarities and Changes / Organizational Forms of RM
- 5
- Strategic CRM, Development and Its Elements / Changes Defined by the Customer / Customer Management Benefit / Loyalty Programs
- 6
- Strategic CRM- Part 2, Processes, Implementation, Evaluation Criteria, Characteristics / Value Proposal, Customer Strategy, Stakeholder Management
- 7
- CRM campaign management, Stages, Identifying the targeted customer/ Developing communication strategy, media channels, budget
- 8
- Midterm Exam
- 9
- CRM in marketing channels, CRM strategies in channels, Types of marketing channels in CRM
- 10
- Customer Services, Elements, Service Automation / Customer Requirements to the organization, Factors for successful implementation
- 11
- Customer persuasion in CRM, Applied Models, Applying Persuasion and its Tactics / Principles of Consumer Psychology
- 12
- Social Media in Customer Relationship Management-CRM, Application and Impact
- 13
- Realizing Benefits of CRM / Planning to succeed
- 14
- Realizing Benefits of CRM / Implementing CRM
- 15
- Future of CRM
- 16
- Final Exam