CSM552: Managing customer knowledge and relationship / Faculty of Business and Management

This course is designed to provide a framework for establishing customer knowledge in an organization and an overview of the functions of Customer Relationship Management (CRM) in a customer-centric environment. Customer knowledge is created through intense interactions with customers. Better control of customer knowledge allows organizations to develop a deeper insight into its customers. These insights, if properly nurtured and applied, enable employees to improve their relationship with customers, which will eventually improve organizational performance. This course also exposes students to the steps involved in implementing a CRM project through integration of people, processes and infrastructure.