This document provides information about a Customer Relationship Management course for BBA students at COMSATS University Islamabad, Pakistan. It outlines the course description, objectives, instructor details, assessment methods and course content. The course focuses on developing relationship marketing strategies through CRM initiatives and covers topics like operational, analytical and collaborative CRM. The objectives are to provide conceptual understanding and practical skills for building relationships with customers and suppliers. The instructor is Dr. Abid Saeed and assessment includes assignments, quizzes, sessions and a final exam weighted towards different percentages. The detailed course content is spread over several weeks covering key CRM concepts and models.
You are a project manager for a pilot module for an Academic.pdfprasad6789
You are a project manager for a pilot module for an Academic Writing course at a Higher
Education institution. The course is targeted at first-year students who will be participating in the
course, Induction to Academic Studies, of which your pilot will be an online component. You have
been briefed to manage the project by the Dean of Academic Learning.
MilparkEducationProjectManagementPROM02-6Assignment131March2023 Page6of10
The need for the project has been identified by the Curriculum Development and Quality
Department, and authorised by the Institutional Senate. You will be reporting to the Dean regularly
and providing a final evaluation report about the impact of the module on the students Academic
Writing skills. On the basis of the pilot and evaluation report, the Dean and Institutional Senate will
make a decision about how the module will be rolled out.
You are to recruit the required online lecturing staff to deliver the pilot module and manage it. They
need to be aware that the course will be evaluated. The students who participate in the course
must be informed that they are participating in a pilot and that they will be involved in an evaluation
of the course.
The Academic Writing module will run as an online module that is part of the course, Induction to
Academic Studies, which is delivered as contact learning for the first-year student in Term 2. The
course, Induction to Academic Studies, has a Course Owner, who is a staff member responsible
for the course. She also manages the teaching staff who work on the course. The regular version
of the course will run as usual, and only a selected number of classes will be involved in the pilot
module. You will need to manage your relationship with these colleagues, and manage any
disruptions that may occur because of the contact classes they are running and the students
participating in your pilot module. There are also concerns about whether students not involved in
the pilot module will be unhappy about their exclusion.
It has often been noticed that students submit work according to how they perceive a lecturer
marks their work. The implication here is that lecturers have varying criteria for how they mark
academic writing and their demands for referencing skills from students. This could skew your
evaluation of the Academic Writing module if what is taught is not reinforced in other subject
classes and academic submissions. You will need to consider how to address this. Some
members of staff have commented that when higher levels of studies (i.e., majors) are engaged in
by students in year two and year three, the writing and assessment requirements become very
specific and are catered for in those classes.
Managing the relationship and communication of all the stakeholders is one of the most
challenging parts of managing a project. You need to consider the environment in which you are
working, and identify who the stakeholders are and how best to manage them.
MilparkEducationProject.
BUS1001 - Integrated Business PerspectivesCourse SyllabusSch.docxhartrobert670
BUS1001 - Integrated Business Perspectives
Course Syllabus
School of Professional Studies
BUS1001- Integrated Business Perspectives
Note to Instructors: Items highlighted in yellow apply to on ground courses, those in blue apply to online courses, and those in green apply to blended courses. Please select the appropriate sections for your course (eliminate the highlighting), and delete the other sections. Items highlighted in magenta must be completed prior to publishing the syllabus. Items highlighted in grey are for your information only and should be removed before publishing the syllabus.
*All activities listed in the syllabus must be administered in order to meet the credit requirements for this course
Contents
Overview4
Course ID4
Course Name4
Department4
Credits4
Prerequisites4
Instructor4
Telephone4
E-mail4
Office4
Office Hours4
Class Meetings4
Classroom4
Learning Management System4
Course Description4
College Information5
Centenary Greater Expectation Learning Outcomes (CGEs)5
Business Department Learning Outcomes5
Classroom Conduct5
Academic Code6
Academic Honesty6
“Publication” of Written Work and Assignments6
Academic Assistance7
Accommodations7
Technical Support7
Course Information7
Course Material7
Reference Websites7
Instructional Techniques7
Course Objectives7
Student Evaluation7
Attendance9
Participation9
Assignments10
Late Assignments10
Course Schedule11
Session 111
Session 211
Session 311
Session 412
Session 512
Session 613
Session 713
Session 813
Activities and Rubrics15
Threaded Discussion Requirements15
Threaded Discussion Rubric15
Project and Teamwork Exercise16
Project and Teamwork Exercise Rubric16
Web Assignment17
Web Assignment Rubric17
Case Study Exercise18
Case Study Rubric18
Part Ending Project19
Part Ending Project Rubric19
Launching Your Career20
Launching Your Career Rubric20
Activities Calendar21
Overview
Course ID:BUS1001Course Name:Integrated Business PerspectivesDepartment:
Business - UndergraduateCredits:
4 CreditsPrerequisites:
None
Studentsshould be competent in Microsoft WordInstructor:
Jane ZhaoE-mail:
[email protected]Class Meetings:
Thursday 6:00 pm from January 14th to March 3rd Classroom:
TBALearning Management System:
Access the Moodle student tutorial at: http://www.centenarycollege.edu/cms/en/moodle-help-center/moodle-help-center/students/ for instructions on how to log in, navigate, and submit assignments.
Moodle accessibility versions are available for download; please contact the IT Help Desk at ext. 2362 or [email protected] for assistance.Course Description:
This Business course provides the student with the opportunity to discover the role of business in society and to explore career opportunities. The relations among different business disciplines are analyzed. Students learn team building and communication and apply that learning as they work in teams to create, implement, and assess projects.
College InformationCentenary Greater Expectation Learning Outcomes (CGEs):
In ...
You are a project manager for a pilot module for an Academic.pdfprasad6789
You are a project manager for a pilot module for an Academic Writing course at a Higher
Education institution. The course is targeted at first-year students who will be participating in the
course, Induction to Academic Studies, of which your pilot will be an online component. You have
been briefed to manage the project by the Dean of Academic Learning.
MilparkEducationProjectManagementPROM02-6Assignment131March2023 Page6of10
The need for the project has been identified by the Curriculum Development and Quality
Department, and authorised by the Institutional Senate. You will be reporting to the Dean regularly
and providing a final evaluation report about the impact of the module on the students Academic
Writing skills. On the basis of the pilot and evaluation report, the Dean and Institutional Senate will
make a decision about how the module will be rolled out.
You are to recruit the required online lecturing staff to deliver the pilot module and manage it. They
need to be aware that the course will be evaluated. The students who participate in the course
must be informed that they are participating in a pilot and that they will be involved in an evaluation
of the course.
The Academic Writing module will run as an online module that is part of the course, Induction to
Academic Studies, which is delivered as contact learning for the first-year student in Term 2. The
course, Induction to Academic Studies, has a Course Owner, who is a staff member responsible
for the course. She also manages the teaching staff who work on the course. The regular version
of the course will run as usual, and only a selected number of classes will be involved in the pilot
module. You will need to manage your relationship with these colleagues, and manage any
disruptions that may occur because of the contact classes they are running and the students
participating in your pilot module. There are also concerns about whether students not involved in
the pilot module will be unhappy about their exclusion.
It has often been noticed that students submit work according to how they perceive a lecturer
marks their work. The implication here is that lecturers have varying criteria for how they mark
academic writing and their demands for referencing skills from students. This could skew your
evaluation of the Academic Writing module if what is taught is not reinforced in other subject
classes and academic submissions. You will need to consider how to address this. Some
members of staff have commented that when higher levels of studies (i.e., majors) are engaged in
by students in year two and year three, the writing and assessment requirements become very
specific and are catered for in those classes.
Managing the relationship and communication of all the stakeholders is one of the most
challenging parts of managing a project. You need to consider the environment in which you are
working, and identify who the stakeholders are and how best to manage them.
MilparkEducationProject.
BUS1001 - Integrated Business PerspectivesCourse SyllabusSch.docxhartrobert670
BUS1001 - Integrated Business Perspectives
Course Syllabus
School of Professional Studies
BUS1001- Integrated Business Perspectives
Note to Instructors: Items highlighted in yellow apply to on ground courses, those in blue apply to online courses, and those in green apply to blended courses. Please select the appropriate sections for your course (eliminate the highlighting), and delete the other sections. Items highlighted in magenta must be completed prior to publishing the syllabus. Items highlighted in grey are for your information only and should be removed before publishing the syllabus.
*All activities listed in the syllabus must be administered in order to meet the credit requirements for this course
Contents
Overview4
Course ID4
Course Name4
Department4
Credits4
Prerequisites4
Instructor4
Telephone4
E-mail4
Office4
Office Hours4
Class Meetings4
Classroom4
Learning Management System4
Course Description4
College Information5
Centenary Greater Expectation Learning Outcomes (CGEs)5
Business Department Learning Outcomes5
Classroom Conduct5
Academic Code6
Academic Honesty6
“Publication” of Written Work and Assignments6
Academic Assistance7
Accommodations7
Technical Support7
Course Information7
Course Material7
Reference Websites7
Instructional Techniques7
Course Objectives7
Student Evaluation7
Attendance9
Participation9
Assignments10
Late Assignments10
Course Schedule11
Session 111
Session 211
Session 311
Session 412
Session 512
Session 613
Session 713
Session 813
Activities and Rubrics15
Threaded Discussion Requirements15
Threaded Discussion Rubric15
Project and Teamwork Exercise16
Project and Teamwork Exercise Rubric16
Web Assignment17
Web Assignment Rubric17
Case Study Exercise18
Case Study Rubric18
Part Ending Project19
Part Ending Project Rubric19
Launching Your Career20
Launching Your Career Rubric20
Activities Calendar21
Overview
Course ID:BUS1001Course Name:Integrated Business PerspectivesDepartment:
Business - UndergraduateCredits:
4 CreditsPrerequisites:
None
Studentsshould be competent in Microsoft WordInstructor:
Jane ZhaoE-mail:
[email protected]Class Meetings:
Thursday 6:00 pm from January 14th to March 3rd Classroom:
TBALearning Management System:
Access the Moodle student tutorial at: http://www.centenarycollege.edu/cms/en/moodle-help-center/moodle-help-center/students/ for instructions on how to log in, navigate, and submit assignments.
Moodle accessibility versions are available for download; please contact the IT Help Desk at ext. 2362 or [email protected] for assistance.Course Description:
This Business course provides the student with the opportunity to discover the role of business in society and to explore career opportunities. The relations among different business disciplines are analyzed. Students learn team building and communication and apply that learning as they work in teams to create, implement, and assess projects.
College InformationCentenary Greater Expectation Learning Outcomes (CGEs):
In ...
EBTM 350 Business AnalyticsSemester TermCourse-SectionI.docxbudabrooks46239
EBTM 350: Business Analytics
Semester / Term
Course-Section
Instructor
Email
Phone
Course Description
This course addresses the contemporary business issues of using data to support decision-making and implement change. The course focuses on using standard business analytic models to summarize and analyze data, build models, and drive impact through quantitative decision-making. Innovative trends in business will be explored, through methods to create and frame problems. Descriptive, predictive, and prescriptive analytics will be discussed, illustrating the transformation from knowledge gained through problem formation into practice. Creative solutions to open-ended analytics problems will be explored, using data to discover patterns and trends.
Pre-Requisites: EBTM 251; Major in ACCT, BUAD, or EBUS-BSAP; Junior/Senior standing
Text
Evans, James, Business Analytics, 3rd edition, 2020, Pearson Education. TU Direct Access to the etext and Pearson’s MyLab online assignments is required. Students may also upgrade their digital access and add a paper copy as an option. Direct Access will billed to the student individual accounts. eText is accessible via Pearson MyLab with hard copy purchase options.
Learning Outcomes
After completing this course, students will be able to:
· Analyze data
· Build and use models for common decision scenarios
· Analyze support for decisions involving uncertainty and risk
· Manipulate data and perform quantitative analyses
· Develop optimization models and understand their implementation
· Discover patterns in data through data mining
· Apply the three main types of analytics: descriptive, predictive, and prescriptive
Content objectives assessed in the comprehensive exam (in MNGT 481) are:
· Analyze patterns and trends in data to create predictive analytics
· Develop prescriptive analytics to identify optimal solutions
· Quantitatively evaluate alternatives to a decision problem
· Understand nuances in single-period demand and predict profit for demand
Learning Assessment
The academic programs at Towson University College of Business and Economics are internationally accredited by the Association for the Advancement of Collegiate Schools of Business (AACSB). Each semester, as an ongoing part of this exclusive certification, the Business Analytics and Technology Management Department conducts routine assessment of students’ proficiency in selected dimensions of knowledge, skills, and attitudes (KSAs), as well as content mastery of selected business topics and students’ satisfaction with the learning experiences provided by the department. The methods of such assessment will be communicated by the instructor. Student participation in these assessments, as part of the overall departmental learning program, is mandatory.
Assignments and Examinations
Assignments include a mixture of objective, computational analytical and technical questions that require thinking and applying the appropriate concepts and .
Challenge Of Teaching Economics to Management Students in PPTBhabani Mahapatra
This power point is not limited to teaching economics to MBA students.It can help other teachers teaching other management topics.Hope it will help all types of management faculty members
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
EBTM 350 Business AnalyticsSemester TermCourse-SectionI.docxbudabrooks46239
EBTM 350: Business Analytics
Semester / Term
Course-Section
Instructor
Email
Phone
Course Description
This course addresses the contemporary business issues of using data to support decision-making and implement change. The course focuses on using standard business analytic models to summarize and analyze data, build models, and drive impact through quantitative decision-making. Innovative trends in business will be explored, through methods to create and frame problems. Descriptive, predictive, and prescriptive analytics will be discussed, illustrating the transformation from knowledge gained through problem formation into practice. Creative solutions to open-ended analytics problems will be explored, using data to discover patterns and trends.
Pre-Requisites: EBTM 251; Major in ACCT, BUAD, or EBUS-BSAP; Junior/Senior standing
Text
Evans, James, Business Analytics, 3rd edition, 2020, Pearson Education. TU Direct Access to the etext and Pearson’s MyLab online assignments is required. Students may also upgrade their digital access and add a paper copy as an option. Direct Access will billed to the student individual accounts. eText is accessible via Pearson MyLab with hard copy purchase options.
Learning Outcomes
After completing this course, students will be able to:
· Analyze data
· Build and use models for common decision scenarios
· Analyze support for decisions involving uncertainty and risk
· Manipulate data and perform quantitative analyses
· Develop optimization models and understand their implementation
· Discover patterns in data through data mining
· Apply the three main types of analytics: descriptive, predictive, and prescriptive
Content objectives assessed in the comprehensive exam (in MNGT 481) are:
· Analyze patterns and trends in data to create predictive analytics
· Develop prescriptive analytics to identify optimal solutions
· Quantitatively evaluate alternatives to a decision problem
· Understand nuances in single-period demand and predict profit for demand
Learning Assessment
The academic programs at Towson University College of Business and Economics are internationally accredited by the Association for the Advancement of Collegiate Schools of Business (AACSB). Each semester, as an ongoing part of this exclusive certification, the Business Analytics and Technology Management Department conducts routine assessment of students’ proficiency in selected dimensions of knowledge, skills, and attitudes (KSAs), as well as content mastery of selected business topics and students’ satisfaction with the learning experiences provided by the department. The methods of such assessment will be communicated by the instructor. Student participation in these assessments, as part of the overall departmental learning program, is mandatory.
Assignments and Examinations
Assignments include a mixture of objective, computational analytical and technical questions that require thinking and applying the appropriate concepts and .
Challenge Of Teaching Economics to Management Students in PPTBhabani Mahapatra
This power point is not limited to teaching economics to MBA students.It can help other teachers teaching other management topics.Hope it will help all types of management faculty members
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
Buy Verified PayPal Account
Looking to buy verified PayPal accounts? Discover 7 expert tips for safely purchasing a verified PayPal account in 2024. Ensure security and reliability for your transactions.
PayPal Services Features-
🟢 Email Access
🟢 Bank Added
🟢 Card Verified
🟢 Full SSN Provided
🟢 Phone Number Access
🟢 Driving License Copy
🟢 Fasted Delivery
Client Satisfaction is Our First priority. Our services is very appropriate to buy. We assume that the first-rate way to purchase our offerings is to order on the website. If you have any worry in our cooperation usually You can order us on Skype or Telegram.
24/7 Hours Reply/Please Contact
usawebmarketEmail: support@usawebmarket.com
Skype: usawebmarket
Telegram: @usawebmarket
WhatsApp: +1(218) 203-5951
USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
2. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
2
COMSATS University Islamabad
Park Road, Tarlai Kalan, Islamabad, PAKISTAN
Course Description
Customer Relationship Management (CRM) is a comprehensive set of processes and technologies for
managing the relationships with potential and current customers and business partners across
marketing, sales, and service areas regardless of the channel of distribution. This course focuses on
the development and implementation of relationship marketing strategies via the use of CRM
initiatives. Topics covered in the course include relationship marketing; operational analytical, and
collaborative CRM; reasons for CRM implementation failure; and the role of CRM in marketing
management.
Course Objectives
Customer Relationship Management is rapidly becoming an important new initiative for most
companies when trying to improve their relationship marketing programs. Customer
Relationship Management (CRM) can be described as a comprehensive set of processes and
technologies for managing the relationships with potential and current customers and
business partners across marketing, sales, and service areas regardless of the channel of
distribution. Instead of adopting the traditional adversarial stance against customers and
suppliers, many leading companies are now developing close relationships with them. They
realize the power of systematically building the customer's business to adding value for end-
customers and lowering system-wide costs in the supply chain. These are done through a
variety of relationship marketing programs, including customer partnering, supplier
partnering, alliances and internal partnering. In this process the old functional silos are giving
way to multifunctional teams to serve customers in a coordinated and cohesive manner. Also,
new technologies, including the Internet and CRM software tools, are providing exciting
opportunities to the firm to develop and manage one-to-one relationship with its customers.
The purpose of this course is to prepare students to deal with these changes in the corporation
and the global marketplace - by exploring issues related to challenges of developing and
managing relationship marketing strategies and programs. This course explores a variety of
factors and actions that drive successful partnering relationships and in turn lead to higher
customer satisfaction, market share and net cash flow. Strategic, organizational,
informational, operational and financial perspectives are brought to bear on the issue of
building successful business relationships. Thus, the focal issues of the course are explored in
a multi-pronged manner. By the end of this course students should be able to:
1. To create insight and new learning in the area of customer relationship management.
2. To equip students with both a conceptual understanding and the knowledge pertaining to practical
application of critical skills necessary for building and managing partnering relationships with
customers and suppliers.
3. To discuss the conceptual foundations of relationship marketing and its implications for further
knowledge development in the field of business.
3. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
3
Details of Instructor
Dr. Abid Saeed
abidsaeed@comsats.edu.pk
2nd
Floor Faculty Block III
Cell No: 0300 5802996
Teaching Philosophy
My basic teaching philosophy for this course is to blend the theory and practice of Customer
Relationship Management in a comfortable, supportive classroom environment that promotes
active learning. A good theory is invaluable because it structures problems and suggests
possible solutions.
Academic Dishonesty
Academic dishonesty is an offense that will not be tolerated in any form. Any student who is found
involved in academic dishonesty will be penalized to the fullest extent possible allowed by university
regulations. If you have any doubts about whether an action constitutes academic dishonesty, please
consult with your instructor before taking the action. COMSATS University Islamabad (CUI) defines
Academic Dishonesty as follows:
“Cheating, plagiarism (submitting another person's work as one's own, e.g. no citation), or doing and
submitting another person’s work are all strictly prohibited. All such actions will be considered
deceitful and thus unacceptable. In addition, the use of unauthorized materials (books, notebooks, or
other sources) during an examination in order to secure or give help will not be tolerated. Academic
dishonesty also encompasses unauthorized copying and distribution of examinations, assignments,
reports, projects or term papers; or the presentation of unacknowledged material as if it were the
student's own work.”
Plagiarism, one of the most serious forms of academic dishonesty, is defined as follows:
“Plagiarism is the act of stealing words, ideas or a piece of writing of another and passing them off
as one's own. Whenever a student submits a piece of writing claiming it to be his own authorship, it is
generally understood that all the ideas, opinions, facts, figures, conclusions, revisions, and words are
the student's original work, unless he/she has explicitly indicated otherwise using citations, footnotes,
attribution in the text, and/or appropriate quotation marks. A person failing to acknowledge and
recognize (using footnotes, attribution in the text, and/or appropriate quotation marks) the
contribution of the original author, will be held accountable under academic deception. Such action
will necessitate measures to discipline the student under the University's academic dishonesty policy.
Any academic dishonesty would call for swift punitive action by the faculty in whose class such
dishonesty occurs, and the names of students involved in such acts would be reported in every
instance to the concerned Head of that Department.”
Course Assessment
• Grades: Letter grades will be assigned based on the university's standard grading scale.
• In fairness to students who complete assignments on time, late assignments will not be
accepted. You must turn in assignments during the lecture on the day they are due.
• Attendance: Regular classroom attendance is mandatory. Absence from lectures will
negatively affect your grade as per University rules. Attendance is entered into the COMSIS
system daily. Modifications at later stage are discouraged and are not allowed.
• Writing Assignments: In writing assignments, guidelines provided by the instructor are to be
followed.
4. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
4
• Arriving on time: Late arrivals are disruptive to both instructor and class discussion and show
disrespect to those who are on time.
• Minimizing disruptions: All cell phones should be turned off during class. You should not
leave and re-enter the class. You should avoid engaging inside conversations after class has
begun.
• Being prepared for class: You should be ready to discuss any assigned readings and to answer
any assigned questions for each day's class, including being ready to open a case assigned for
that day.
• Respect: You should act respectfully toward all class participants.
Below mentioned is the assessment scheme for this course.
Course Literature
Customer Relationship Management, concepts and technologies by Bottle and Malan 3rd
Edition
Reference Material
Customer Relationship Management: Concept, Strategy, and Tools by V. Kumar and Werner Reinartz
There are several articles and case studies which would be provided to the class from time to
time.
Type of Assessment Weightage
Sessional One 10%
Sessional Two 15%
Assignments 1+2+1 (Average Based) 15%
Quiz 10%
Final Examination 50%
5. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
5
Detail of Course Contents
Week
#
Lecture
#
Topic(s)
Objective
(Goal /Outcome
of Topic)
Thinking
Level
Tasks for
Students
Strategies for
Tasks for
Students *
1 1
Defining CRM
CRM as
Competitive
Advantage
Getting to
understand what
CRM really is and
what purpose does
it has for the
organization
Knowledge
What do you
think CRM
is?
Recall your
experiences
2 Using CRM,
Cases and
Examples
Video Tutorials
Be aware of CRM
Corporate
applications
Comprehension
Applications
Watch,
Understand
and take
notes
Just listen and
understand
2 1 Strategic CRM
Operational CRM
Analytical CRM
Be Aware of major
perspectives on
CRM Knowledge
Listen,
understand
and give me
examples
Focus and
recall
2
CRM Models
Be Aware of
generic models of
CRM Knowledge
Listen and
Understand
See if you can
identify some
models being
used before.
3 1 Understanding
Relationships
Company
Perspective
You will
understand how to
recognize a
relationship and
the attributes of
successful
relationships,
why companies
and customers are
sometimes
motivated to
establish and
maintain
relationships with
each other and
sometimes not.
Knowledge
Comprehension
Evaluation
Listen and
Understand
Focus
2
Customer
Perspective
Relationship
Theories
Knowledge Identify your
relationship
failures and
find solutions
Recall
4 1 Managing the
customer
You will
understand the
Knowledge
Comprehension
Use the
lecture and
Take notes and
follow the steps
6. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
6
lifecycle:
customer
acquisition
meaning of the
terms customer
lifecycle and new
customer, how
companies can
decide which
potential
customers to
target.
Analysis
Evaluation
apply it on a
scenario
provided
2
Operational CRM
tools that help
customer
acquisition
The strategies that
can be used to
recruit new
customers,
Applications Use the
lecture and
apply it on a
scenario
provided
Pay attention
and see what
tools can be
used.
5
SESSIONAL 1
6 1 Key performance
indicators of
customer
acquisition
programmes
what offers can be
made to attract
new customers.
Knowledge
Comprehension
Apply it on
the previous
scenarios
Pay attention
2
Managing the
customer
lifecycle:
customer retention
and development
You will
understand what is
meant by the term
‘customer
retention, the
economics of
customer retention.
Knowledge
Comprehension
Design a
retention
strategy
Use literature
provided.
7 1 Strategies for
customer retention
Key performance
indicators of
customer retention
programmes
How to select
which customers
to target for
retention, several
strategies for
improving
Applications Design a
retention
strategy
Use literature
provided.
7. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
7
customer retention
performance
2
Customer
portfolio
management
You will
understand the
benefits that flow
from managing
customers as a
portfolio
Knowledge
Comprehension
Design a
portfolio
strategy on
the situation
identified
Use literature
provided.
8 1
What is a
portfolio?
Who is the
customer?
Basic disciplines
for CPM
Market
segmentation
A few disciplines
that contribute to
customer portfolio
management:
market
segmentation,
sales forecasting,
activity-based
costing, lifetime
value estimation
and data mining
Knowledge
Comprehension
Segment
them,
identify
target
markets
Use Literature
provided.
2
The seven core
customer
management
strategies
The range of
customer
management
strategies that can
be deployed across
a
customer portfolio
Knowledge
Comprehension
Which
customer
management
strategy
would you
use
Use Literature
Pay Attention
9 1
Delivering
Customer
Experienced
Value
You will
understand the
meaning of the
term value, how
customers weigh
up benefits and
sacrifices in the
value equation
Knowledge
Comprehension
Identify
value in a
scenario
Use literature
and personal
experiences
2
Modelling Value
How customers
weigh up
‘benefits’ and
sacrifices in the
value equation
Knowledge
Comprehension
Analysis
Model the
value for the
previous
scenario
Use literature
8. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
8
10
SESSIONAL 2
11 1 Sources of
Customer Value
Customization
Value through
Marketing mix
How marketers
create customer
value by mixing
together several
variables
known as the 7Ps.
2 Knowledge
Comprehension
Identify
sources in the
previous
situation
Use literature
12 1
Managing
Customer
Experience
Customer
Experience
concepts
Be aware of a
definition of
customer
experience, the
emergence and
importance of the
experience
economy, the
differences
between goods,
services and
experiences
Knowledge
Comprehension
Goods vs
Service
experience
Take a product
and identify its
tangibles and
intangibles.
2
Customer
Experience vs
CRM
Software
Applications
A number of
methods for better
understanding
customer
experience, a
battery of
experiential
marketing
strategies and
tools, how
customer
experience is
changed by CRM,
sometimes for
better and
sometimes
for worse, four
features of CRM
applications that
have an impact on
customer
experience.
Analysis
Evaluation
Which
software is
more suitable
Use literature
and internet.
13 1 SF-Automation You will Knowledge Watch the Which
9. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
9
understand what is
meant by sales-
force automation
(SFA), the benefits
derived from SFA
Comprehension
Analysis
video and
identify pros
and cons
application is
more suitable
2
SFA Softwares
and Applications
The functionality
that is available in
SFA software
applications
Analysis
Synthesis
Evaluation
Watch the
video and
identify pros
and cons
Which
application is
more suitable
14 1
Marketing
Automations
You will
understand what is
meant by
Marketing
automation, the
benefits derived
from Marketing
Automation
Comprehension
Analysis
Watch the
video and
identify pros
and cons
Which
application is
more suitable
2
Softwares and
Applications
The functionality
that is available in
Marketing
software
applications
Analysis
Synthesis
Evaluation
Watch the
video and
identify pros
and cons
Which
application is
more suitable
15 1
Service
Automation
You will
understand what is
meant by service
automation, the
benefits derived
from Service
Automation
Comprehension
Analysis
Watch the
video and
identify pros
and cons
Which
application is
more suitable
2
Softwares and
Applications
The functionality
that is available in-
Service software
applications
Analysis
Synthesis
Evaluation
Watch the
video and
identify pros
and cons
Which
application is
more suitable
16 1 Databases use,
analytics, Data
You will
understand what
Analysis
Synthesis
You have a
situation
Refer to
literature, notes
10. Module Handbook of Customer Relationship Management for the students of BBA-6, Fall 2021 Semester at
Department of Management Sciences, COMSATS University Islamabad, Pakistan
Course Instructor: Dr. Abid Saeed
10
Science, AI and
Machine Learning
Applications
drives this entire
ecosystem of
CRM, what
technologies are
behind this
domain, how
companies are
using them and
what kind of skill
one needs to be a
master of CRM
Design.
Evaluation what is the
best strategy,
software, tool
to use, what
skill set is
needed
and internet for
the answer.
2
CRM Strategy
Design and
Implementation
You will
understand the
different steps
involved while
designing a CRM
Project and
Program
Knowledge
Comprehension
Application
Design your
own CRM
Strategy for a
model
Use Class
Literature and
discussions.
Best of Luck...