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
Self-study
Sum: 135h 00m |
Aim | The students
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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
The grade consists of approximately 91% of exam points and 9% of exercise points. |
Customer Relationship Management
type: | Vorlesung (V) | links: | weitere Informationen |
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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) |
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lecturer: | Prof. Dr. Andreas Geyer-Schulz | ||
sws: | 2 | ||
lv-no.: | <a target="lvn" href="https://campus.studium.kit.edu/events/u7_hNmqgRZCcaZQwFmP1vw">2540508</a> | ||