Jun 18, 2024  
2012-2013 Saint Joseph’s College Online 
2012-2013 Saint Joseph’s College Online [Archived Catalog]

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MK 307 - Customer Service (& CRM)

This course introduces students to the increasing role of service in providing superior value to customers. It explores the critical importance of Customer Relationship Management (CRM) through customer development, customer retention, social CRM, and technology. Specific areas of investigation will include customer value, customer loyalty, CRM technology, and the future of CRM. 

Prerequisites & Notes
MK 201 - Introduction to Marketing

Assignment Overview
Assignments: 15 Weeks, 5 Units

Interactivity: Discussion Board

Final Assessment: PowerPoint Presentation

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

  1. Define Customer Relationship Management (CRM).
  2. Identify the history and development of CRM.
  3. Examine the increasing roles of how technology is contributing to providing higher levels of customer satisfaction.
  4. Evaluate the impact of CRM on sales and marketing strategies in the development of customer value, retention, and loyalty.
  5. Identify the growing role of CRM and its future.

Credits: 3

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