CRM Management: 6 Session Reading be prepared for Customer Relationship – Operational CRM & class discussion Management Concept, – in CRM Intuit Predictive Modeling Individual Analytic’s Role Strategy, and Tools Software Tools and Exercise due at start of class Chapter 9, 10, & 17 Dashboards Visit Google Analytics home page (Pages 177 182, – Campaign Planning and 207 234, and review content. Be prepared to – Development 357 371) – discuss capabilities and whether or Campaign Execution, not it represents an evolutionary Analysis and Control Readings branch of CRM. What are Analytics and how View KPIs Wiki YouTube Video Creating Business Value do they impact CRM with Analytics (FEATURED) and search the term KPIs online. Analytics as a Marketing Why IT Fumbles Analytics Be prepared to discuss how this Discipline (SUPPORT) impacts the organizing of Analytics How to leverage KPIs to Advertising Analytics 2.0 create Marketing Focus Data and CRM. (SUPPORT) Social Media CRM – Building Communities Global CRM Connecting to Customers through multiple mediums and Match Back Analysis 7 CRM Management: Session Reading be prepared for – Customer Relationship Multichannel Customer class discussion Management Concept, – Management & CRM in View Multi-Channel Funnels Strategy, and Tools B2B Context YouTube Video and be prepared Chapter 12 & 13 CRM & The Marketing to discuss how such tools can (Pages 235 276) – Channels impact CRM. The Emergence of Reading Multichannel Customer Multichannel Marketing: Management Mindset and Program The Multichannel Customer Development (FEATURED) Developing Multichannel Management Strategies CRM and Sales Force Automation CRM and Key Account Management Hybrid Offers 8 Final CRM Group CRM Group Presentation & Presentations Supporting Document Group Peer Review
6 CRM Management: Operational CRM & Analytic’s Role in CRM Software Tools and Dashboards Campaign Planning and Development Campaign Execution, Analysis and Control What are Analytics and how do they impact CRM Analytics as a Marketing Discipline How to leverage KPIs to create Marketing Focus Social Media CRM – Building Communities Global CRM Connecting to Customers through multiple mediums and Match Back Analysis Customer Relationship Management – Concept, Strategy, and Tools Chapter 9, 10, & 17 (Pages 177 – 182, 207 – 234, 357 – 371) Readings Creating Business Value with Analytics (FEATURED) Why IT Fumbles Analytics (SUPPORT) Advertising Analytics 2.0 (SUPPORT) Session Reading – be prepared for class discussion Intuit Predictive Modeling Individual Exercise due at start of class Visit Google Analytics home page and review content. Be prepared to discuss capabilities and whether or not it represents an evolutionary branch of CRM. View KPIs Wiki YouTube Video and search the term KPIs online. Be prepared to discuss how this impacts the organizing of Analytics Data and CRM. 7 CRM Management: Multichannel Customer Management & CRM in B2B Context CRM & The Marketing Channels The Emergence of Multichannel Customer Management The Multichannel Customer Developing Multichannel Management Strategies CRM and Sales Force Automation CRM and Key Account Management Hybrid Offers Customer Relationship Management – Concept, Strategy, and Tools Chapter 12 & 13 (Pages 235 – 276) Reading Multichannel Marketing: Mindset and Program Development (FEATURED) Session Reading – be prepared for class discussion View Multi-Channel Funnels YouTube Video and be prepared to discuss how such tools can impact CRM. 8 Final CRM Group Presentations CRM Group Presentation & Supporting Document Group Peer Review
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