Graduate School of Business  Alexandria

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Customer Relationship Management (CRM)

  • Graduate School of Business |

Description

Customer Relationship Management (CRM)

Program

DBA

Objectives

  • Gain a deep understanding of key concepts, technologies and best practices of CRM and view the business organization and its integration with CRM. This course also relates CRM strategies in Sales, Marketing and Customer Service contexts

Textbook

To be determined by the lecturer at the beginning of the course.

Course Content

content serial Description
11. CRM different system components and strategies 2. Customer Data Integration (CDI)
23. Customer metrics and CRM 4. Assessing ROI on marketing and technology investments
35. CRM in multichannel settings 6. CRM and change management
47. CRM and loyalty 8. CRM and analytics
59. CRM and customer experience 10. CRM and social media all together 11. CRM case studies

Markets and Career

  • Generation, transmission, distribution and utilization of electrical power for public and private sectors to secure both continuous and emergency demands.
  • Electrical power feeding for civil and military marine and aviation utilities.
  • Electrical works in construction engineering.
Courses
  • Degree Doctorate
  • Code: DBA9M7
  • Credit hrs: 3
  • Prequisites:
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