COURSE SYLLABUS

IE 422        CUSTOMER RELATIONSHIP MANAGEMENT       (3-0) 3

URL: http://ie.atilim.edu.tr/~ie422

Catalog Data:

An analytical study of Customer Relationship Management (CRM) as a major business engineering function. Change management methodology. Overview of the operational and analytical CRM, e-CRM, choosing the technology, and one-to-one (1 to 1) marketing. The integration of CRM with ERP and SCM systems.

Text Book:

Dick, L., The Customer Relationship Marketing Planning Guide,  Hym Press, 2000.

References:

·         Peppers D., Rogers M., and Dorf Bob, The One to One Fieldbook, Doubleday Pub., 1999.

·         Dick, L., The Customer Relationship Marketing Survival Guide, Hym Pres, 2000.

·         Sterne J., E-mail Marketing, Wiley, 2000.

Prerequisites by Topic:

None.

Method for Assessing Student Knowledge of Prerequisite Topics:

None.

Goals:

This course introduces the CRM both technology and CRM as a business philosophy.

Objectives:

·         To help students understand concepts of CRM.

·         To give students ability to manage CRM projects.

·         To help students analyze complex decision problems under technology threat.

Course Topics:

1.        Introduction  (2 weeks)

2.       One-to-one marketing (3 weeks )

3.       Customer centric planning (3 weeks)

4.       Re-engineering work processes (2 weeks)

5.       E-CRM (1 week)

6.       Technology selection (2 weeks)

7.       Integration of CRM with ERP and ERP II (1 week)

Computer Usage:

·         To access to obtain homework assignments and solutions on the web.

Laboratory Projects:

None.

Contribution to Professional Component:

1.        Mathematics and Basic Science                 0 credits

2.       Engineering Science or Design                   3 credits

3.       General Education                                     0 credits