SALES AND CUSTOMER RELATIONSHIP MANAGEMENT (GBM) (4 Credits)

Learning Outcomes:

On successful completion of this course, student will be able to:

1. Understand the key principles, processes, and strategies of professional selling and customer relationship management in both B2B and B2C contexts
2. Apply appropriate sales techniques and communication strategies to identify customer needs, handle
3. Analyze customer behavior, relationship quality, and CRM data to evaluate customer value and improve
4. Create a customer relationship management plan or sales strategy that integrates CRM tools, customer insights, and relationship-building techniques to enhance customer loyalty and long-term business success

Topics

1. Everyone is a salesperson
2. Engaging customers and developing relationships
3. Prospecting and Qualifying [Part 1]
4. Prospecting and Qualifying [Part 2]
5. Social selling
6. Sales presentation strategies
7. Sales negotiations [Part 1]
8. Sales Negotiations [Part 2]
9. Profitology pricing and analytics in sales [Part 1]
10. Profitology pricing and analytics in sales [Part 2]
11. The psychology of selling Knowing yourself and relating to customers (Part 1)
12. The psychology of selling Knowing yourself and relating to customers (Part 2)
13. Sales compensation and career development
14. The importance of CRM
15. Understanding Relationship
16. Managing The Customer Journey; Customer Acquisition
17. Managing The Customer Journey; Customer Retention and Development
18. Customer Portfolio Management
19. Managing Customer-Experienced Value
20. Marketing, Sales Force and Service Automation
21. Developing and Managing Customer-Related Databases 1
22. Using Customer-Related Data
23. The future of CRM
24. Final Project Presentation