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Undergraduate Catalog 2015-2016 [Archived Catalog] [Archived Catalog]

SCOM 358 - Essentials of Customer Service


This course examines customer relationship management (CRM) as a key strategic process within all organizations. CRM is defined as the overall process of building and maintaining profitable customer relationships by delivering value and satisfaction to the customer. Focusing on process, strategy and technology, this course leads students from understanding the fundamentals of CRM through the implementation of CRM systems and analysis of customer data. It discusses the CRM philosophy as well as the systems in place that incorporate and integrate information from sales, marketing and service.

Credits: 3

Highlighted text indicates a change from the official version of the catalog.

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