BUSN1041 Customer Relationship Management (CRM)
The course will introduce practical strategies for integrating information and technologies in order to achieve business results. Customer Relationship Management (CRM) involves data-driven solutions that improve how salespeople do business with customers. CRM systems and applications are designed to manage and maintain customer relationships, track engagements and sales, and deliver actionable data.
Prerequisite
Qualifying score on reading assessment test OR
ENGL0921 and Recommended: Qualifying score on writing assessment test OR
ENGL0930
Course Requirements and Evaluation
Refer to Course Syllabus for detailed information regarding the requirements and evaluation standards for this course. The Course Syllabus will be distributed the first week of the course.
Learning Outcomes
The following outcomes will be addressed in the course:
Describe the relationship between a business and its customers and suppliers (perceived value)
List the steps required in customer acquisition, development, and retention
Describe how customer relationship management systems contribute to attainment of business goals
Explain the customer lifecycle (acquisition, retention, and growth) from the lens of CRM effectiveness
Describe operationalized CRM utilization in marketing, sales, and service efforts
Analyze how sales forecasts and goals are used to build prospect pipelines that optimize customer acquisition efforts
Describe approaches for managing the customer experience to drive retention and growth efforts through sales force automation
Identify how trends in artificial intelligence impact customer relationship management
Identify strategies for communicating sales activities to stakeholders
Identify CRM software applications for assessing sales data in case study scenarios
Text and References
A list of textbooks required for this course is available at the
campus store and in eServices.
Course Scheduling
The scheduled hours of instruction include sixteen hours for each lecture credit, thirty two hours for each lab credit and forty hours for each credit of supervised occupational experience (SOE). Lecture credit may include formal or impromptu lectures, demonstrations or discussions with the entire class or with small groups or individuals. Refer to the Credit Details section of this course outline for the credit breakdown.
Accommodations Statement
Access Services - Reasonable accommodations are available to qualified students with documented disabilities. Upon attending an intake meeting with Access Services, qualified students will receive a letter listing the approved accommodations that they may provide to their instructors. If you have a documented disability that may require accommodations, contact HTC Access Services at
AccessServices@hennepintech.edu or
https://hennepintech.edu/current-students/access-services/index.html.
Campus
Brooklyn Park Campus and Eden Prairie Campus: 952-995-1300
Credit Details