You will find the Peer Review Form in Blackboard and it MUST be turned in at the start of the last day of class or the individual student will have 2 points taken away from his/her own peer review grade. Grading The grade of A is reserved for those who demonstrate extraordinarily excellent performance. The grade of A- is awarded only for excellent performance. The grade for good performance in this course is a B+/B. The grades of D+, D, and D- are not awarded at the graduate level. Please refer to the for grade appeal information. Tentative Course Calendar* *The instructors reserve the right to alter course content and/or adjust the pace to accommodate class progress. Students are responsible for keeping up with all adjustments to the course calendar. Week Content Reading Due 1 Session Reading be prepared for – Customer Centricity & Customer Relationship class discussion Data Evolution: Management Concept, – CRM Conceptual Strategy, and Tools – Foundation Chapters 1 & 2 Introduction What is (Pages 3 30) – – CRM? History of CRM Strategic Customer Reading Relationship Management Putting the “Relationship” Today Back into CRM (FEATURED) Relationship Marketing and the Concept of Customer Value Ongoing One-2-One Personalized Dialog CRM Challenges and Opportunities 2 Session Reading be prepared for – Customer Centricity & Customer Relationship class discussion Data Evolution: Management Concept, – Group teams formed and Strategic CRM Strategy, and Tools information emailed to professor Strategic CRM Overview Chapters 3, 4, 5, 6, & 10 with individual names and team Customer Management (Pages 35 141, 183 200) – – name listed Orientation Developing a CRM Strategy In-class discussion viewing of Case Implementing the CRM Inc. Video Harrah’s Entertainment, Harrah’s Entertainment, Inc. Strategy In-class discussion of developing a (FEATURED) Elements of a CRM System CRM Strategy using Harrah’s Return on Investment of Entertainment , Inc. as an example CRM Begin Customer LTV Individual CRM Implementation Exercise Building Loyalty Programs What is a Loyalty Program Loyalty Programs: Increasing in Popularity Problems with Loyalty Programs Loyalty Program Design and Implementation
You will find the Peer Review Form in Blackboard and it MUST be turned in at the start of the last day of class or the individual student will have 2 points taken away from his/her own peer review grade. Grading The grade of A is reserved for those who demonstrate extraordinarily excellent performance. The grade of A- is awarded only for excellent performance. The grade for good performance in this course is a B+/B. The grades of D+, D, and D- are not awarded at the graduate level. Please refer to the for grade appeal information. Tentative Course Calendar* *The instructors reserve the right to alter course content and/or adjust the pace to accommodate class progress. Students are responsible for keeping up with all adjustments to the course calendar. Week Content Reading Due 1 Customer Centricity & Data Evolution: CRM – Conceptual Foundation Introduction – What is CRM? History of CRM Strategic Customer Relationship Management Today Relationship Marketing and the Concept of Customer Value Ongoing One-2-One Personalized Dialog CRM Challenges and Opportunities Customer Relationship Management – Concept, Strategy, and Tools Chapters 1 & 2 (Pages 3 – 30) Reading Putting the “Relationship” Back into CRM (FEATURED) Session Reading – be prepared for class discussion 2 Customer Centricity & Data Evolution: Strategic CRM Strategic CRM Overview Customer Management Orientation Developing a CRM Strategy Implementing the CRM Strategy Elements of a CRM System Return on Investment of CRM CRM Implementation Building Loyalty Programs What is a Loyalty Program Loyalty Programs: Increasing in Popularity Problems with Loyalty Programs Loyalty Program Design and Implementation Customer Relationship Management – Concept, Strategy, and Tools Chapters 3, 4, 5, 6, & 10 (Pages 35 – 141, 183 – 200) Case Harrah’s Entertainment, Inc. (FEATURED) Session Reading – be prepared for class discussion Group teams formed and information emailed to professor with individual names and team name listed In-class discussion viewing of Harrah’s Entertainment, Inc. Video In-class discussion of developing a CRM Strategy using Harrah’s Entertainment , Inc. as an example Begin Customer LTV Individual Exercise
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