MK 307 - Customer Service (& CRM)

Interactivity: Discussion Board

Final Assessment: PowerPoint Presentation

Course Learning Objectives
Upon completion of this course, you should be able to do the following:

• Value the role of Customer Relationship Management (CRM) and its development in marketing-driven organizations, while using a comprehensive, holistic approach based on organizational leadership and culture. 
• Assess the data management and platforms available for CRM leaders. 
• Recognize the tools used in the creation and management of effective CRM systems, leveraging core-service attributes and service-rewards systems. 
• Identify the growing role of CRM and its future in the organization. 
• Evaluate the impact of CRM on sales and marketing strategies in the development of customer satisfaction, value, and loyalty. 
• Integrate CRM programs into the organization’s marketing mix.