CRM700 - CRM - Process and Patterns I

Outline information
Semester
Schools offering this subject
Last revision date 2023-10-02 00:20:29.908
Last review date 2023-12-04 00:15:04.543

Subject Title
CRM - Process and Patterns I

Subject Description
This subject will provide students with the knowledge of how to acquire and develop long term, profitable, customer relationships through Customer Relationship Management (CRM) systems and strategies. Using a variety of techniques, which may include case analysis, guest speakers and study of best practices. students will explore CRM issues and applications, current technologies and the potential of CRM systems. This course provides students with the knowledge to develop a Customer Relationship Management (CRM) strategy for an organization. Best practices, articles, current events and experiential learning will be used by students to gain an understanding of how to develop, build and maintain profitable customer relationships.

Credit Status
This subject is one full credit towards the Post-Diploma Brand Management Certificate.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Explain how customers and organizations are benefiting from CRM.

2. Provide a comprehensive product independent definition of CRM.

3. Discuss the issues of ethics and privacy as they apply to the development and implementation of CRM strategies in organizations.

4. Assess the impact of technological development on the management of customer relationships.

5. Understand CRM best practices, strategies, critical success factors, tactics and techniques.

6. Prepare a CRM plan for a real organization.

7. Work in a team-based environment.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecapolytechnic.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecapolytechnic.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Camera Use and Recordings - Synchronous (Live) Classes
Synchronous (live) classes may be delivered in person, in a Flexible Learning space, or online through a Seneca web conferencing platform such as MS Teams or Zoom. Flexible Learning spaces are equipped with cameras, microphones, monitors and speakers that capture and stream instructor and student interactions, providing an in-person experience for students choosing to study online.

Students joining a live class online may be required to have a working camera in order to participate, or for certain activities (e.g. group work, assessments), and high-speed broadband access (e.g. Cable, DSL) is highly recommended. In the event students encounter circumstances that impact their ability to join the platform with their camera on, they should reach out to the professor to discuss. Live classes may be recorded and made available to students to support access to course content and promote student learning and success.

By attending live classes, students are consenting to the collection and use of their personal information for the purposes of administering the class and associated coursework. To learn more about Seneca's privacy practices, visit Privacy Notice.