EPOKA UNIVERSITY
FACULTY OF ECONOMICS AND ADMINISTRATIVE SCIENCES
DEPARTMENT OF BUSINESS ADMINISTRATION
COURSE SYLLABUS
COURSE INFORMATIONCourse Title: CUSTOMER RELATIONSHIP MANAGEMENT |
| Code | Course Type | Regular Semester | Theory | Practice | Lab | Credits | ECTS |
|---|---|---|---|---|---|---|---|
| BUS 348 | C | 6 | 3 | 0 | 0 | 3 | 6 |
| Academic staff member responsible for the design of the course syllabus (name, surname, academic title/scientific degree, email address and signature) | NA |
| Lecturer (name, surname, academic title/scientific degree, email address and signature) and Office Hours: | Esmir Demaj |
| Second Lecturer(s) (name, surname, academic title/scientific degree, email address and signature) and Office Hours: | Marc Pilkington |
| Teaching Assistant(s) and Office Hours: | Kejsi Sulaj Ms. Kejsi Sulaj; Can be contacted by email: ksulaj17@epoka.edu.al |
| Language: | English |
| Compulsory/Elective: | Elective |
| Classroom and Meeting Time: | |
| Course Description: | This course is designed to offer students customer relationship management theory and practice. The course is an upper level undergraduate course in which students learn details of customer relationship management models and real-world applications in businesses. |
| Course Objectives: | The course has two main objectives: One is to have students comprehend the concepts and models of customer relationship management. The second is to have them gain skills of using and managing customer relationship management systems for businesses |
|
COURSE OUTLINE
|
| Week | Topics |
| 1 | Course introduction Chapter 1: Introduction to CRM |
| 2 | Chapter 2: Understanding relationships; Establishment of CRM project groups |
| 3 | Chapter 3: Managing the customer lifecycle – customer acquisition Group meetings to identify and visit businesses |
| 4 | CRM project discussion with groups; Finalization of groups and the businesses; Learning about business offerings and customer base. |
| 5 | Chapter 4: Managing the customer lifecycle – customer retention and development |
| 6 | Chapter 5: Customer Portfolio Management |
| 7 | Midterm exams |
| 8 | Chapter 6: How to deliver customer experienced value Lab session: Demo CRM |
| 9 | Chapter 7: Managing customer experience Lab session: Demo CRM |
| 10 | Chapter 8: Sales force automation Lab session: Demo CRM |
| 11 | Chapter 9: Marketing automation |
| 12 | Chapter 10: Service automation Chapter 11: Developing and managing customer related databases - Eliminated Guest lecturer: Data mining demonstration session |
| 13 | Chapter 13: Planning to succeed - Eliminated Chapter 14: Implementing CRM - Eliminated Chapter 12: Using customer-related data Chapter 15: The future |
| 14 | Final exams |
| Prerequisite(s): | None |
| Textbook: | Buttle, F. and Maklan, S. (2015). Customer Relationship Management: Concepts and Technologies. 3rd ed. Routledge: New York, NY, USA. |
| Other References: | Peelen, E. and Beltman, R. (2013). Customer Relationship Management. 2nd ed. Pearson: Harlow, UK. |
| Laboratory Work: | Yes |
| Computer Usage: | Yes |
| Others: | No |
|
COURSE LEARNING OUTCOMES
|
| 1 | Evaluate and comment on customer relationship management concepts and theories |
| 2 | Recognize customer relationship management systems used in businesses |
| 3 | Devise a CRM strategy for a business |
| 4 | Functionally use a CRM software |
| 5 | Analyze basic CRM data and report findings to the management |
|
COURSE CONTRIBUTION TO... PROGRAM COMPETENCIES
(Blank : no contribution, 1: least contribution ... 5: highest contribution) |
| No | Program Competencies | Cont. |
| Bachelor in Business Informatics (3 years) Program | ||
| 1 | Identify activities, tasks, and skills in management, marketing, accounting, finance, and economics. | 5 |
| 2 | Apply key theories to practical problems within the global business context. | 5 |
| 3 | Demonstrate ethical, social, and legal responsibilities in organizations. | 5 |
| 4 | Develop an open minded-attitude through continuous learning and team-work. | 5 |
| 5 | Integrate different skills and approaches to be used in decision making and data management. | 5 |
| 6 | Combine computer skills with managerial skills, in the analysis of large amounts of data. | 5 |
| 7 | Provide solutions to complex information technology problems. | 5 |
| 8 | Recognize, analyze, and suggest various types of information-communication systems/services that are encountered in everyday life and in the business world. | 5 |
|
COURSE EVALUATION METHOD
|
| Method | Quantity | Percentage |
| Homework |
1
|
5
|
| Midterm Exam(s) |
1
|
20
|
| Project |
1
|
35
|
| Final Exam |
1
|
40
|
| Total Percent: | 100% |
|
ECTS (ALLOCATED BASED ON STUDENT WORKLOAD)
|
| Activities | Quantity | Duration(Hours) | Total Workload(Hours) |
| Course Duration (Including the exam week: 16x Total course hours) | 16 | 3 | 48 |
| Hours for off-the-classroom study (Pre-study, practice) | 16 | 2 | 32 |
| Mid-terms | 1 | 25 | 25 |
| Assignments | 1 | 15 | 15 |
| Final examination | 1 | 15 | 15 |
| Other | 1 | 15 | 15 |
|
Total Work Load:
|
150 | ||
|
Total Work Load/25(h):
|
6 | ||
|
ECTS Credit of the Course:
|
6 | ||