People Innovation Excellence
 

CUSTOMER RELATIONSHIP MANAGEMENT (4 Credits)

Learning Outcomes:

On successful completion of this course, student 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:

  1. Social Media CRM: The Intersection of Social Media and CRM;
  2. Smart Ways to Incorporate Social Media into Your Organization;
  3. Leverage Social Media Information to Advance Social CRM Efforts & Creating Social Media Community in Support of Social CRM;
  4. Social Media Knowledge Communities & Overcoming Skepticism to Exploit Social CRM;
  5. Social CRM Strategy & Social CRM Software Selection and Vendor Negotiation;
  6. Ten Steps to Effective Social CRM Implementation & Social CRM: Achieving the Right Mix;
  7. Realizing Effective Process Change & Understanding Business Process Review;
  8. Applying “Process” Best Practices to Social Media Strategy & Overcoming Inevitable People Issues;
  9. Keeping Users Engaged, Happy & Applying “People” Best Practices to Social Media;
  10. Social CRM Technology Issues & Customers of the Future and Their Impact on Social CRM;
  11. The Impact of Mobility & Gamification on Social CRM;
  12. The Impact of Big Data Analytics, Insight & Channel on Social CRM;
  13. The Impact of the Internet of Things on Social CRM.

Published at : Updated

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