CUSTOMER RELATIONSHIP MANAGEMENT (4 Credits)

Learning Outcomes:

On successful completion of this course, student will be able to: Define the business model and explain the defined business model; Describe the world of Social CRM; Analyze the Social CRM process and strategy; Apply the concept Social CRM in the modern context.

Topics:

1. Social Media CRM: The Intersection of Social Media and CRM;
2. Smart Ways to Incorporate Social Media into Your Organization;
3. The Business Market Segment;
4. Leverage Social Media Information to Advance Your Social CRM Efforts & Creating Your Social Media Community in Support of Social CRM;
5. Social Media Knowledge Communities and Social CRM & Overcoming Skepticism to Exploit Social CRM;
6. Ideation in the Business Field;
7. Social CRM Strategy & Social CRM Software Selection and Vendor Negotiation;
8. Ten steps to effective social CRM Implementation & Social CRM: Achieving the Right Mix;
9. Visual Thinking (Visualization of the Business Idea);
10. Realizing Effective Process Change & Understanding Business Process Review;
11. Applying “Process” Best Practices to Social Media Strategy & Overcoming Inevitable People Issues;
12. Keeping Users Engaged, Happy & Applying “People” Best Practices to Social Media;
13. Prototyping the Business;
14. Social CRM Technology Issues & Customers of the Future and Their Impact on Social CRM;
15. The Impact of Mobility & Gamification on Social CRM;
16. Telling Stories about the Business;
17. The Impact of Big Data Analytics, Insight & on Social CRM;
18. Creating Scenarios;
19. The Impact of the Internet of Things on Social CRM.