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Customer Relationship Management

Customer Relationship Management
type: Vorlesung (V) links: weitere Informationen
semester: WS 17/18
time: 2017-10-17
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)


2017-10-24
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2017-11-07
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2017-11-14
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2017-11-21
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2017-11-28
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2017-12-05
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2017-12-12
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2017-12-19
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2018-01-09
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2018-01-16
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2018-01-23
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2018-01-30
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)

2018-02-06
09:45 - 11:15 wöchentlich
20.21 RZ Raum 217 20.21 Kollegiengebäude am Zirkel, Teil 2 (SCC)
lecturer: Prof. Dr. Andreas Geyer-Schulz
sws: 2
lv-no.: <a target="lvn" href="https://campus.studium.kit.edu/events/u7_hNmqgRZCcaZQwFmP1vw">2540508</a>
Bibliography

Christian Grönroos. Service Management and Marketing : A Customer Relationship Management Approach. Wiley, Chichester, 2nd edition, 2000.

Elective literature:

Jill Dyché. The CRM Handbook: A Business Guide to Customer Relationship Management. Addison-Wesley, Boston, 2nd edition, 2002.

Ronald S. Swift. Accelerating Customer Relationships: Using CRM and RelationshipTechnologies. Prentice Hall, Upper Saddle River, 2001.

Stanley A. Brown. Customer Relationship Management: A Strategic Imperative in theWorld of E-Business. John Wiley, Toronto, 2000.

Content of teaching

The course begins with an introduction into Service Management as the strategic concept which also covers all CRM applications. The course is divided in the basics of Service Management as well as different topics within this concept like external and internal marketing, quality management and organizational requirements.

Workload

The total workload for this course is approximately 135 hours (4.5 credits):

Time of attendance

  • Attending the lecture: 15 x 90min = 22h 30m
  • Attending the exercise classes: 7 x 90min = 10h 30m
  • Examination: 1h 00m

Self-study

  • Preparation and wrap-up of the lecture: 15 x 180min = 45h 00m
  • Preparing the exercises: 25h 00m
  • Preparation of the examination: 31h 00m

Sum: 135h 00m

Aim

The students

  • understand service management as an economic basis for Customer Relationship Management and learn the resulting consequences for the management, the organisation itself and their departments,
  • design and develop service concepts and service systems at a conceptual level,
  • work on case studies in the CRM-area in small groups with limit time,
  • learn English as the technical language in the area of CRM and consult internationale literature from this field for the case studies.
Exam description

Assessment consists of a written exam of 1 hour length following §4 (2), 1 of the examination regulation and by submitting written papers as part of the exercise following §4 (2), 3 of the examination regulation.

The course is considered successfully taken, if at least 50 out of 100 points are acquired in the written exam. In this case, all additional points (up to 10) from excersise work will be added.

Grade: Minimum points

  • 1,0: 95
  • 1,3: 90
  • 1,7: 85
  • 2,0: 80
  • 2,3: 75
  • 2,7: 70
  • 3,0: 65
  • 3,3: 60
  • 3,7: 55
  • 4,0: 50
  • 5,0: 0

The grade consists of approximately 91% of exam points and 9% of exercise points.