Subject: Managing Customer Relationships (17.IM2621 )
Native organizations units: Department of Industrial Engineering and Engineering Management, Chair of Quality, Effectiveness and Logistics
The main objective of this course is to understand the importance of customers and relationships that are built with them and the way in which it is possible to manage these relationships. Customer Relationship Management is a strategic process of building and maintaining profitable relationships with customers who are important evaluators as the end product or service that the organization delivers. By focusing on the processes, strategies and technology to students is a customer relationship management implementation through examples of existing models and solutions. Engineering approach allows students to matter knowledge obtained from the user to easily interpret the requirements that will be organized by issues
After completing and passing the exam, students will be able to work with customers with easy understanding of the requirements that users can turn out. The result will be the easy understanding of the benefits that customer relationship management provides organizations with regard to: retain existing customers, attract new customers, higher levels of consumer spending, and more. Also, in the lectures will be given information about the models with which it is possible to improve the production or sale of considering the direct requests from end users.
Introduction to customer relationship management, organization and strategy, CRM as an integral business strategy, organization-oriented relations, communication channels through higher; Customizing offers individual buyer; Politics relationships with customers, analytical CRM, data analysis and "datamining"; segmentation and selection , "cross-sell" analysis, the effects of marketing activities, reporting of results, operational CRM
Teaching is conducted through lectures where the students are the basics of the case and the auditory exercises in which students work independently solve the planned simulations and case studies. Easier understanding of the material enables and lectures as necessary by experts from practice with real examples and solutions.
| Authors | Title | Year | Publisher | Language |
|---|---|---|---|---|
| 2005 | English | |||
| 2011 | English |
| Course activity | Pre-examination | Obligations | Number of points |
|---|---|---|---|
| Exercise attendance | Yes | Yes | 5.00 |
| Project | Yes | Yes | 40.00 |
| Lecture attendance | Yes | Yes | 5.00 |
| Written part of the exam - tasks and theory | No | Yes | 50.00 |
Prof. Milisavljević Stevan
Full Professor
Lectures
Asst. Prof. Vrhovac Vijoleta
Assistant Professor
Practical classes
Faculty of Technical Sciences
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© 2024. Faculty of Technical Sciences.