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Customer Relationship Management (Crm)

Опубликовано на портале: 09-10-2003
Дисциплина: Customer Relationship Management (Crm)
Год: 2002
Язык: Английский
Тематические разделы: Менеджмент, Маркетинг

Customer relationship management (CRM) is at the core of consumer and business-to-business markets. There is an emerging area of research and practical experience arguing that strategies focussing on the design and delivery of customer experiences create superior value and contribute to sustainable customer preferences, in contrast to traditional marketing and service-centric strategies. However, companies can avoid managing these strategies in a systematic way. This course focuses on understanding the strategies that companies in a range of industries can utilise to improve the overall customer experience. The overarching objective of this course is to introduce you to the principles of CRM and the key concepts, tools, and relationship management skills.


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