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Main
UQU Programs
Marketing

Customer Relationship Management

MA4116
3 hours English

Customer Relationship Management

Customer Relationship Management
MA3106 Customer Service
3 hours One requisite
1 Introduction to the Customer Relationship Management
2 Understanding Relationship with customer Lifetime Value
3 Sales, Marketing and Services automation in CRM
4 Customer portfolio management, Customer and Market segmentation
5 Customer Experience and Role of CRM
6 Creating Customer Value
7 Customer Life Cycle and CRM
8 Creating Customer Retention and Measurement
9 Managing Supplier and Management Relationship
10 Planning and implementing customer relationship management
11 Developing, managing and using customer-related databases
1.1 Mapped to: K1

Illustrate different solutions to marketing challenges accrose customer relationships management

Teaching Strategy Lectures, Illustrative Examples
Assessment Methods Exams Assignment
1.2 Mapped to: K2

Understand and appreciate the complexities of customer relationship management and its relevance to marketing practice

Teaching Strategy Lectures, Illustrative Examples
Assessment Methods Exams Assignment
1.3 Mapped to: K3

clarify key customer relationship management terminology, concepts and theories.

Teaching Strategy Lectures, Illustrative Examples
Assessment Methods Exams Assignment
2.1 Mapped to: S1

Apply how customer relationship management can affect purchasing decision

Teaching Strategy Group discussions, Role play
Assessment Methods Exams individual and group assignments
2.2 Mapped to: S2

Utilize critical thinking techniques to analyze and evaluate customer relationship management using key concepts learned during the course

Teaching Strategy Lectures, Problem solving Brainstorming
Assessment Methods individual and group assignments, final group project
2.3 Mapped to: S3

Discuss the best marketing tool that can affect the customer relationship management

Teaching Strategy Lectures, case studies Active Learning
Assessment Methods Exams , Assignments, final group project
3.1 Mapped to: V1

practise with group member how to solve problem in customer relationship management by considering societal affect in decision making

Teaching Strategy Group discussions, group assignments, final group projects
Assessment Methods group assignments, final group projects
3.2 Mapped to: V2

Participate to work effectively in group assignments and projects to create an effective ways to inhance customer relationship management

Teaching Strategy Group discussions, group assignments, final group projects
Assessment Methods group assignments, final group projects
3.3 Mapped to: V3

Acceptance of constructive feedback among group member

Teaching Strategy Encourage sharing different opinions in class discussions, group assignments, final group projects
Assessment Methods Group discussions, peer evaluation
Assessment
Weight
Attendance and participation
10%
Assignments/Homework
10%
Group Project
10%
Midterm
30%
Final
40%
Total
100%