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Customer Relationship Management in Telco

ID:
SM642014
CREDIT:
4 Credits

Categories

ICT International
DESCRIPTION The course will discuss concepts or the way how a company manage relationship with its customers. It includes CRM theory and selling theory, marketing, technology and human resource.
LEARNING OBJECTIVES After the course, students can analyze concept of Customer Relationship Management (CRM) in telecommunication industry.
COMPETENCIES Understanding the development of Customer Relationship Management (CRM) in telecommunication industry, describing the relation between organization theory and CRM, describing the relation between data, information and technology and CRM, describing the relation of sales and CRM, and at the end of courses, being able to analyze concepts of Customer Relationship Management (CRM) in telecommunicaton industry.
SUBJECT –   CRM concepts, development and history of CRM in telecommunication industry,

–   Relation of CRM and marketing, organizational theory, technology and data platform, consumer database management,

–   CRM implementation measurement and evaluation,

–   CRM ethiques,

–   The implementation of CRM in the future.

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