HOLY CROSS COLLEGE OF CARIGARA

6529 Carigara, Leyte

Philippines

OBE COURSE SYLLABUS

AY 2020-2021

Course Number : ADV 12 BD

Course Title : Customer Relationship Management
Learning Facilitator : Jorge O. Labante
Contact Hours : 3 hours
Pre- requisite :
Course Description : Many firms recognize the importance of establishing and
sustaining mutually beneficial relationships with customers, and
have developed customer relationship management (CRM)
strategies. In this course, we examine CRM as a business strategy
that integrates internal processes and external networks to create
and deliver value for targeted customers and for the organization.
We will take a broader view of 'marketing' than just designing a
product, advertising, pricing and distributing it to consumers. It
examines the role that stakeholders, such as internal staff, suppliers
and influence groups, play in shaping relationships with customers.

Course Outcomes:
CO1: Appreciate and evaluate Customer Relationship

CO2: Understand Customer Loyalty

CO3 Analyze the Success factor of CRM

CO4: Understand levels of Services

 COURSE CONTENT

TIME FRAME COURSE CONTENT/ SUBJECT LEARNING OUTCOMES

MATTER
FIRST QUARTER  Evaluation of Customer  Evaluate the proper
Relationship Management (CRM) Customer Relationship
 Customer Loyalty Management
 CRM Success Factors and Levels of  Learn the different factors
Services and levels to achieve
successful CRM
SECOND QUARTER  CRM in Marketing 
 Sales Force Automation  Understand the important
 Knowledge Management Practices role of CRM in Marketing

THIRD QUARTER  Enterprise Resource Planning (ERP  Create their own ERP
 Supplier Relationship Management  Understand the
(SRM) importance in having good
 SRM
FOURTH QUARTER  Partner Relationship Management  Understand what is PRM
(PRM)  Create their own strategy
 Analytical CRM in having good Customer
 CRM Implementation Relationship Management
 Course Requirements:

Attendance 10%

Quizzes/ Performance Tasks 20%

Quarterly Examination 30%

Major Learning Output 40%

Individual Requirement:
Each student will formulate their own success
MIDTERM

FINALS