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Customer Relations Managment and Technology

The course will provide students with insight into the dynamic discipline of Customer Relationship Management (CRM) and information technologies that can support CRM. Customer Relationship Management (CRM), is a strategic methodology currently being adopted by many organizations in an effort to enhance their competitive advantages. It recognizes customers as the core of the business and argues that a good relationship between the customer and the organization, if sustained over time, can lead to growing customer satisfaction and organization profitability. More and more businesses have adopted various information technologies to support and enhance CRM strategies. This course will review CRM theory, its impact on sales and marketing strategies, and the roles played by information technologies in CRM. Microsoft Dynamics (TM) CRM 3.0 will be used in the course to demonstrate CRM technologies.

Pre Requisites: Pre-requisite = MBAMS 640

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