CRM ( Customer Relationship Management)

This is the course Textbook:

Customer Relationship Management, 2nd Edition

Author:    Buttle, Francis
VBID:      9781136441349

Customer Relationship Management

Course Learning Outcomes covered on this assessment:

L.O. 1    Discuss the importance of CRM in organizations, and how important CRM issues vary across industries.
L.O. 2    Explain the types of CRM such as strategic, Analytical, Collaborative, and Operational CRM.
L.O. 3    Examine the different types of CRM technologies such as Sales Force automation, Marketing campaign, and Customer Service and Loyalty.
L.O. 4    Examine the best practices of CRM development and implementation process.
L.O. 5    Analyze CRM cases from different organizations in several industries.
L.O. 6    Use an industry standard CRM module on CRM business processes.

Graduate Outcomes covered on this assessment:
Graduate Outcome #    Learning Outcomes #
Communications and Information Literacy    1,2,3,4,5,6
Critical Thinking, Problem Solving and Interdisciplinary Exploration    1,2,3,4,5,6
Global Awareness    1,2,3,5
Information Technology (IT)    3,4,6

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