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:

1. The Impact of Social Media on Customer Relationships;
2. Ways to incorporate social media into an organization & Steps front runner pilot take after selecting the audience;
3. Four-step approach Social CRM benefits & Reasons to create a Social Media Community;
4. Social Media Knowledge Communities and Social CRM & Overcoming Skepticism to Exploit Social CRM;
5. Readying for Social CRM Implemetation: step-by-step road map for creating an organization’s social CRM strategy;
6. Social CRM – Process Issues (Evaluate the existing Social CRM processes & successful social media strategy);
7. Social CRM – People Issues (Ways to help organizations overcome the people issues of social CRM implementations);
8. Social CRM – Technology Issues (Two primary categories of CRM vendors & Evaluating vendors for technology that they should consider);
9. The future of Social CRM to Integrate the social graph than tracking that data & four things that drive mobile Social CRM;
10. Meaning of Business results gamification can deliver to a company;
11. Big Data Utilization;
12. Internet of Everything & Internet of Things;
13. New customer challenges with IOE/IOT.