CUSTOMER RELATIONSHIP MANAGEMENT (2 Credits)
Learning Outcomes:
On successful completion of this course, students will be able to: describe The World of Social CRM; analyze The Social CRM Process and Strategy; apply The Concept Social CRM in The Modern Context.
Topics:
- The Impact of Social Media on Customer Relationships;
- Ways to incorporate social media into an organization & Steps front runner pilot take after selecting the audience;
- Four-step approach Social CRM benefits & Reasons to create a Social Media Community;
- Social Media Knowledge Communities and Social CRM & Overcoming Skepticism to Exploit Social CRM;
- Readying for Social CRM Implemetation: step-by-step road map for creating an organization’s social CRM strategy;
- Social CRM – Process Issues (Evaluate the existing Social CRM processes & successful social media strategy);
- Social CRM – People Issues (Ways to help organizations overcome the people issues of social CRM implementations);
- Social CRM – Technology Issues (Two primary categories of CRM vendors & Evaluating vendors for technology that they should consider);
- The future of Social CRM to Integrate the social graph than tracking that data & four things that drive mobile Social CRM;
- Meaning of Business results gamification can deliver to a company;
- Big Data Utilization;
- Internet of Everything & Internet of Things;
- New customer challenges with IOE/IOT.
SOCIAL MEDIA
Let’s relentlessly connected and get caught up each other.
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