Customer Relationship Management Certificate

 

Customer Relationship Management (CRM) centers on practices that enable a business to satisfy and retain customers. It represents a paradigm shift from an acquisition focus to a retention and relationship focus. The philosophy behind CRM is on keeping customers and improving customer relationships rather than acquiring new ones. Today many of the marketing methods include direct mail, interactive media and e-business. As these techniques become more sophisticated, there is a greater need for creative initiatives designed to maintain and cultivate consumer relationships. CRM is an approach that emphasizes customer service and satisfaction indicators as key components in achieving long-term customer loyalty. Knowledge and experience in CRM is becoming an increasingly important skill for graduates seeking jobs in all business disciplines.

 

Core material of the Customer Relationship Management Certificate includes:

• Introduction to enterprise resource planning (ERP) systems concepts
• Business processes impacted by ERP
• Systems and Software integration
• Evaluation of the market place, competitors, and value of the customer
• Implementation issues across functional areas
• Distinctive approach to service organizations with regards to the development and execution of marketing strategy
• How service can be used as a source of competitive advantage
• Expanding awareness of the creative thought process, techniques designed to enhance creativity, the creative options available to the marketing manager, and the skills needed to manage innovation and creative individuals

 

Course Requirements:

Required:

MKT 330    Business Customer Relationships

CIS 411     Enterprise Resource Planning Systems

 

Plus one:

MKT 366    Services Marketing

MGT 476    Negotiation and Conflict Management

 

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