MGT 2014 - Customer Relationship Management Strategy (Formerly CCME 1108)
Course Description
Organizations with defined Customer Relationship Management (CRM) strategies rely on their managers to help achieve targeted CRM outcomes. This course provides an essential overview of CRM and delves into the elements that constitute an effective CRM strategy.
During this course, you will be introduced to CRM coaching tools instrumental in supporting and developing employees' core CRM skills. This approach ensures managers are well-equipped to lead their teams in strengthening customer relationships and driving the organization's CRM objectives.
This course can be taken on its own or as an elective in the Certificate in Management Essentials program.
Course Outline
This course requires approximately 15-18 hours of student engagement.
Learner Outcomes
By the end of this course, you will be able to:
- Understand CRM frameworks and the core competencies required to deliver effective CRM.
- Support a CRM strategy through customer service best practices, customer feedback, and service level agreements (SLAs).
- Effectively implement CRM through the use of a CRM toolkit.
Prerequisites
There are no prerequisites for this course.
Recommendations
If you are taking this course as part of the Certificate in Management Essentials (CME) program, it is recommended you take MGT 2000 - Leading From Within first.
Connect with us
Telephone: 506-453-4694
Toll-free: 1-888-259-4222
Email: customerservice@unb.ca
Applies Towards the Following Certificates
- Certificate in Management Essentials : Electives