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Syllabus - MAR4860 - Customer Relationship Management

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MAR 4860 (RVC/RPC) – Customer Relationship Management

MAR 4860 (RVC/RPC) – Customer Relationship Management

Spring 2011 Fully Online Course

GENERAL INFORMATION

Instructor:

Dr. Nancy Rauseo

Phone:

305-254-0386

Office:

Room 305A – Department of Marketing, Ryder Building

Fax:

786-573-9458

Office

By appointment

E-mail:

Please use Blackboard email to communicate with me. In case Blackboard is down and you have an emergency, you can use Nancy.Rauseo@fiu.edu but be sure to write “Your Name – MAR 4860 VC” in the subject line.

Hours:

Professor's

Site:

http://business2.fiu.edu

/1226516/www/

COURSE DESCRIPTION

What exactly is CRM? There are hundreds of definitions out there but the one we will use is that "CRM is the core business strategy that integrates internal processes and functions,and external networks, to create and deliver value to targeted customers at a profit. It is grounded on high quality customer-related data and enabled by technology"(Francis Buttle, 2009).

Customer relationship management (CRM) is considered by many as the new 'marketing way of thinking', with annual sales of CRM software going from $762 million in 1997 to an expected $12 billion in 2010. CRM represents marketing's return to the pre-industrial era of doing business through one-to-one relationships, using the technological advances now available. Traditionally, marketing has focused on the acquisition of new customers through mass advertising and price-oriented promotions, accepting the fact that customers eventually switch to competitors. As markets have reached saturation, customer acquisition has come mostly at the expense of competitors.

Today, the focus has expanded to more emphasis on the relationship development and retention of existing customers. Research has proven that increasing customer retention by 5% can potentially increase profits anywhere from 25% to 95%. Despite these findings, companies of all sizes and industries find CRM strategies difficult to implement – and in this course, we will learn why and how to best implement them.

This course is all about retaining existing customers. As you will see, CRM is a marketing strategy, facilitated by people, processes and technology. According to Goldenberg in July 2010, "CRM success will depend on the people/process/technology mix: 50% on people, 30% on process, and 20% technology". Using different frameworks and an interactive learning model, we will learn and apply best practices, techniques and approaches for increasing customer retention and loyalty.

Achieving the learning objectives for this online course will require discipline on your part. It is important to stay on track with the reading and other assignments. Although there will be work involved, you will find the topics very timely, interesting, interactive, and applicable to the current business environment. I will work to stimulate your interest and learning in these

Syllabus - MAR4860 - Customer Relationship Management

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areas, but you will be expected to take initiative and develop self-study habits.

I look forward to meeting you in class on the first day, online!

NOTE: This fully-online class will have a mandatory, on-campus final exam.

COURSE OBJECTIVES

As a result of this course, you will be able to:

1. Recognize the various CRM theoretical models and components and apply them to business scenarios to improve customer retention.

2. Identify and explain the connections between company profitability and improved customer relationships.

3. Apply customer data, information & knowledge in decisions to strengthen customer relationships.

4. Recognize the prominent CRM software providers and explain the services they offer to different levels of customers.

5. Recognize and distinguish between sales, marketing and service processes and the facilitating role technology plays in improving and managing these processes.

6. Evaluate a company's CRM strategy, people, and processes and recognize appropriate and inappropriate CRM practices using relevant case studies and scenarios.

MAJOR & CURRICULUM OBJECTIVES TARGETED

After completing your BBA with a major in Marketing, you will be able to:

1. Identify the core factors that need to be examined for understanding consumer behavior.

2. Identify elements of professional image, attitude and etiquette.

3. Calculate retail pricing on both cost and profit based approaches.

4. Interpret the language of marketing research.

5. Analyze a company's marketing strategy and recognize appropriate and inappropriate marketing alternatives.

TEXTBOOK

Customer Relationship Management: Concepts and Technologies Francis Buttle, Butterworth-Heinemann 2nd edition (2009)

ISBN:978-1-85617-522-7

Click here to buy your textbook online at the FIU Bookstore.

here to buy your textbook online at the FIU Bookstore. TEACHING METHODOLOGY My objective is to

TEACHING METHODOLOGY

My objective is to provide you with an online environment that will encourage and reward your own intellectual effort, while simultaneously maintaining standards that identify those who are motivated to pursue excellence in their own educational preparation for a business career. The teaching methodology is to link the course material back to the real-world and to encourage an active learning model. This means that you are physically and mentally engaged in the learning process. You are applying marketing concepts (doing things) and then talking about the things you are doing.

COURSE PREREQUISITES

MAR 3023 is a prerequisite for this course. If you have not taken MAR 3023, you do not have the basic knowledge needed to succeed in this course.

Syllabus - MAR4860 - Customer Relationship Management

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Other pre-requisites include:

Students must have complete control of the English Language.Other pre-requisites include: Students must have a Windows computer with sound card,

Students must have a Windows computer with sound card, microphone and CD-drive.Students must have complete control of the English Language. Students taking this course must also be

Students taking this course must also be proficient in; Internet Browsinga Windows computer with sound card, microphone and CD-drive. Internet Research Internet Test Taking MS Word

this course must also be proficient in; Internet Browsing Internet Research Internet Test Taking MS Word
Internet Research

Internet Research

Internet Test Taking

Internet Test Taking

MS Word

MS Word

MS Excel

MS Excel

MS PowerPoint

MS PowerPoint

Students must have access to a phone, video or other camera to video tape themselves and upload file.Test Taking MS Word MS Excel MS PowerPoint For information about prerequisites, click here .

For information about prerequisites, click here.

COMMUNICATING WITH THE INSTRUCTOR

My preferred method of communication is through Blackboard email. If necessary, I am available to personally meet with you on campus by appointment. Contact me via e-mail to set up an appointment.

My policy is to return your email or phone call within 36 hours. If I am unavailable by phone, leave me a detailed message with your name, course name & number, and a number where I can reach you.

GRADING

 
 

Course Requirements

 

Points

 
 

Syllabus Quiz (10)     

   

Online Academic Misconduct Agreement (10)30

30

Student Homepage (10) 

 

DISCUSSION - Four (4) Learning Community Assignments @50 points each

 

200

DISCUSSION - Four (4) Participation Activities @ 20 points each

80

DISCUSSION - Facilitator Role

 

60

Individual Research Project on CRM Technology

130

Six (6) Online Quizzes @ 50 points each

 

300

On Campus Final Exam

 

200

TOTAL

 

1000

 

Letter

 

Range

Letter

Range

Letter

Range

Grade

Grade

Grade

A

 

935-1000

B-

795-834

D+

665-694

Syllabus - MAR4860 - Customer Relationship Management

https://lms.fiu.edu/webct/urw/lc3736222521041.tp3736222561041/Relat

A-

895-934

C+

765-794

D

635-664

B+

865-894

C

735-764

D-

595-634

B

835-864

C-

695-734

F

<595

ASSURANCE OF LEARNING

As a college, we care about the quality of the business education we are providing you. More on the College's commitment to Assurance of Learning can be found at the following link:

http://businessonline.fiu.edu/course_addons/Learning_Commitment.pdf

POLICIES AND PROCEDURES

As a college, we care about and enforce the Policies and Procedures as they are important to the quality of the education we are providing to you.

Click here for details on our On-campus Orientation/Online Tutorial, Server Maintenance Requirements, FIU Library support and FIU Policies.

QUIZZES

SYLLABUS QUIZ By the end of the second week of class, you will need to take the Syllabus Quiz. It can be found under the Assessments link of the Blackboard site. The purpose of this quiz is to familiarize you with the format and specifications of this course. The quiz will cover all of the material posted under the Course Content link labeled "Course Introduction". The quiz is only worth 10 points but studying for this quiz will help you immensely throughout the semester.

IN-CLASS FINAL EXAM A final, on-campus, exam will be given on the main campus. I will notify you of date as soon as the semester begins so you can make arrangements. This exam covers a good portion of the course material. I will provide you with more details as we progress throughout the semester. The final exam is worth 200 points. It will be in a multiple-choice format. You must be present in person to take this exam. Personal ID is required.

QUIZZES To keep you up-to-date with the narrated slideshows and textbook reading assignments, six (6) non-cumulative quizzes will be given. The purpose of each quiz is to assess your understanding of the assigned materials and textbook chapters. Dates and the material covered for the quizzes are shown in the Course Calendar and the Assessments link in Blackboard. Your best planning tool is the one page (PDF file) Course Calendar found under Course Introduction! These quizzes will be administered over Blackboard in a multiple-choice format. Each quiz will have between 40 and 50 multiple choice questions. Each question is worth 1 point and each quiz is worth 50 points. Quizzes are not a group exercise. Group participation and/or cheating will not be tolerated. You must read the Student Code of Conduct and return signed via Blackboard before taking your first quiz.

Absolutely no make-up quiz is allowed. Please don't request a make-up quiz. If you do, you must be prepared to fax me official documentation proving an emergency situation (death in the family, illness, etc.) PRIOR to the quiz window closing. Each quiz will have a time limit of 50 minutes. You will have a four-day window to take each quiz, normally from Thursday at 0:00 (midnight Thursday) through Sunday at 11:55 pm. The quiz automatically shuts off at 11:55 pm on the last day, so don't wait until then to log in and take the quiz. PLAN ACCORDINGLY.

Syllabus - MAR4860 - Customer Relationship Management

https://lms.fiu.edu/webct/urw/lc3736222521041.tp3736222561041/Relat

The quizzes are not easy. I suggest you study hard for them and prepare. Before you take a quiz, please make sure you carefully read the "important notice regarding quiz taking".

ATTENTION: ONLY fully released versions of Microsoft Internet Explorer (IE) 5.0 or higher can be used to take quizzes. Any browser other than Internet Explorer is not 100% supported by Blackboard and you will experience technical difficulties, particularly with quizzes. We highly recommend that you read ALL the information in the Browser Issues section. It is your responsibility to ensure you are set up correctly to take quizzes. Taking the PRACTICE QUIZ can help you work out any issues prior to taking your first quiz. Remember that if you have technical issues of this nature, you will not be able to retake a quiz. The ONLY valid reason is if the system was down.

DISCUSSION

There are four (4) CRM research/discussion INDIVIDUAL assignments scheduled for the semester. In these assignments, you are to APPLY the CRM theory to practical situations and experiences.

The goal of these assignments is to develop your critical thinking skills. To learn is to think. To think poorly is to learn poorly. To think well is to learn well. If all you are doing is describing your experiences or putting down on paper your thoughts without thinking about them, then you aren't learning. Without analyzing and applying the CRM concepts, you won't learn about CRM. All content, to be learned, must be intellectually constructed. It is very important that you read the document titled Assessing Effectiveness of Participation in Online Discussions in its entirety. This document can be found under Course Introduction. It explains my expectations and my guidelines for assessing your participation in these assignments.

READ CAREFULLY- In order to make these discussions more interactive, each of you will be assigned to a Learning Community of students. Your individual discussion assignments will be posted and then discussed within your Learning Community Discussion Forum in Blackboard. Here's how it'll work:

1. The description of the assignment will be posted within that learning community's discussion forum by me. Refer to your one-page Course Calendar spreadsheet in Blackboard for dates.

2. Each student will research the assignment and post his/her response individually by the due date (always on Tuesdays before midnight). For each day a posting is late (increments of 24 hours), you will get docked 10 points. After 5 days, you will receive a zero. Take these seriously. Each assignment is a mini-paper!Each individual assignment posting is worth 50 points.

3. One student in each learning community will be assigned as the facilitator for that assignment. During the semester, each student will get one turn being the facilitator. You can get up to a maximum of 60 points for your role as facilitator.

4. On the Wednesday following the assignment due date, the facilitator begins the discussions. So what does a facilitator do? Reads all postings, challenges others' thinking, encourages participation and feedback, and generates a positive learning experience. This facilitator role does not exempt you from participating (see #5 below).

5. For one week, each student within that community participates by responding to the facilitator's comments or questions; challenging others' postings; helping others understand a concept through experiences, examples, and explanations; commenting on others' postings and contributing value to the learning. This participation is worth 20 points for each assignment. The MINIMUM number of participation postings is TWO (2). Each community will have ONE WEEK to participate. No postings will be considered for evaluation after that. This is not something you can make up at the end of the semester. SUMMARY -Your actual discussion assignment and your participation will equal three postings, worth a total of 70 points.

Syllabus - MAR4860 - Customer Relationship Management

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6. A week later, after participation, the discussion will be locked. I will review the discussions, evaluate individual assignments for quality and post your assignment grades by the end of that weekend (normally by Sunday).

When responding to a message, be sure to use the 'Reply' button so we can keep track of the threaded discussions. All students are highly encouraged to respond and interact with classmates. Think of this as a place of learning! It is your time to put into practice what we have learned in the class lectures.

I encourage you to go to the Course Introduction link and look at the link Assessing Your Critical Thinking Skills. This slide presentation helps you figure out what level of critical thinking you are at so that you can improve it. This is a self-assessment. Second, there's a Critical Thinking Rubric that I use to guide me when reading and evaluating your postings and assignments. Also, be sure to carefully check out the Best Practice Examples. Important points to follow when in the Discussion Forums:

Do not attach Word documents to the Discussion Forum messages, unless specified otherwise . Complete your response either 1) documents to the Discussion Forum messages, unless specified otherwise. Complete your response either 1) in Word and cut and paste into Blackboard, or 2) type your response straight into your Blackboard message. To leave a space between paragraphs in Blackboard, you need to hit enter twice. When you click on Compose, you can also choose the HTML editor button to better format your response. This Blackboard feature requires that you have Java on your computer. WORD OF ADVICE: Do your assignment in Word and always save it and then copy it over.

Everyone in the class will be able to see your responses. Copying or plagiarism will not be tolerated. You will receive an automatic "F" for any Copying or plagiarism will not be tolerated. You will receive an automatic "F" for any assignment that is identical or very similar to one posted earlier by a fellow classmate. There is no exact textbook answer to these assignments.

Show me that you understand the course content and can apply the theory to CRM situations. Use the proper CRM terminology . proper CRM terminology.

Incorporate your own research . Use the FIU Library link under Additional Resources on the navigation bar of research. Use the FIU Library link under Additional Resources on the navigation bar of Blackboard to access the Library. Select "Connect From Home", enter your library card and SS# information, choose "Find Articles and Do Research", select "Business or Marketing", and then select the database. I suggest using ABI Inform via ProQuest. This contains great articles on business practices and current events.

Be sure to list your sources at the end of your response. Failure to do so will be list your sources at the end of your response. Failure to do so will be interpreted as plagiarism. You will receive an automatic "F" for any assignment where you do not cite your sources. I use plagiarism software when in doubt!

Share your CRM experiences . experiences.

Connect the material in the course to your explanations. Simply stating that an employee was nice the material in the course to your explanations. Simply stating that an employee was nice and friendly is not enough. You must explain an employee's actions using the CRM concepts. Instead, you can say something like this:

The employee displayed a high level of service quality,specifically, the empathy component of RRATE. RRATE is a method for measuring service quality. In my case, the employee showed that he was able to put himself in my shoes. According to Module 1, Unit 2 (p. 6) "empathy is the provision of caring, individualized attention to customers".

Highlight your connection(s). In the example above, this is one connection although there are two concepts your connection(s). In the example above, this is one connection although there are two concepts highlighted.

Cite the source of your connection within the text . You can always use outside sources but be of your connection within the text. You can always use outside sources but be sure to cite them within the text of your posting as well as list at the end of your posting.

Use clear, concise sentences in your responses. These are not emails. These aresure to cite them within the text of your posting as well as list at the

Syllabus - MAR4860 - Customer Relationship Management

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essays so I expect a high level of quality in your postings. Do not ramble. Make your points in less than 2-3 paragraphs, unless specified otherwise; each paragraph should have about 3-4 sentences. Think about your answers first before posting!

Check your grammar and spelling before posting your response. I take off points for this. grammar and spelling before posting your response. I take off points for this.

PROJECTS

You will have one individual research project relating to CRM technology. This will consist of 1) conducting research on selected software applications, and 2) reporting on your findings.

The paper will be due the last week of class, on April 18th at midnight. More details on the specifications of this assignment will be provided at a later date. This paper is worth 130 points.

DISABILITY NOTICE

If you have a disability and need assistance, please contact the Disability Resource Center (University Park : GC190; 305-348-3532) (North Campus: WUC139, 305-919-5345). Upon contact, the Disability Resource Center will review your request and contact your professors or other personnel to make arrangements for appropriate modification and/or assistance.

RELIGIOUS HOLIDAYS

The University's policy on religious holy days as stated in the University Catalog and Student Handbook will be followed in this class. Any student may request to be excused from class to observe a religious holy day of his or her faith.

RULES, POLICIES, and ACADEMIC MISCONDUCT

Assignments from the text and other resources are listed below for each class session. Students are expected to pace their learning according to the posted course assignments.

It is expected that interactive learning and teaching will enrich the learning experience of all students, and that each student will work in partnership with the professor to create a positive learning experience for all. Student engagement is a necessary condition for an effective learning experience, and includes contributions to debate and discussion (if any), positive interactive learning with others, and an enthusiastic attitude towards inquiry. Everyone is expected to be a positive contributor to the class learning community, and students are expected to share the responsibility of teaching each other.

Statement of Understanding between Professor and Student

Every student must respect the right of all to have an equitable opportunity to learn and honestly demonstrate the quality of their learning. Therefore, all students must adhere to a standard of academic conduct, demonstrating respect for themselves, their fellow students, and the educational mission of the University. As a student in the College of Business taking this class: \

will not represent someone else's work as my ownAs a student in the College of Business taking this class: \ I will not cheat,

I

will not cheat, nor will I aid in another's cheating\ will not represent someone else's work as my own I I will be honest in

I

will be honest in my academic endeavorsI will not cheat, nor will I aid in another's cheating I understand that if I

understand that if I am found responsible for academic misconduct, I will be subject to the academic misconduct procedures and sanctions as outlined in the Studentcheating I will be honest in my academic endeavors I I Handbook Failure to adhere to

I

I

Handbook

Failure to adhere to the guidelines stated above may result in one of the following:

Expulsion: Permanent separation of the student from the University, preventing readmission to the institution. This sanction shall be recorded on the student's transcript.

Syllabus - MAR4860 - Customer Relationship Management

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Suspension: Temporary separation of the student from the University for a specific period of time.

Additionally the following two documents should be used by every student in business classes that require individual or group written assignments:

Certification of Authorship Assignment Cover Page (Individual ) Individual)

Certification of Authorship Assignment Cover Page (Groups ) Groups)

For details on the policy and procedure go to (ACADEMIC MISCONDUCT. (Section 2.44)

NOTE: Intensive Auditing of the course will be conducted to prevent academic misconduct

EXPECTATION OF THIS COURSE

I have observed that students who earn an 'A' in this course AND maximize their learning, get into these habits each week (in this order) at the beginning of the semester:

1. Read the assigned textbook chapter(s) for the week, at the beginning at the week.

2. Go to Chapter link, and print out Lecture Worksheets.

3. Listen to the narrated lectures, found under the Chapter link in Blackboard. Some chapters will have several modules and consequently, more than one slideshow. On your lecture worksheets, make notes and list any questions you have.

4. Under the Chapter link, check out the available Supplemental Materials and resources.

5. On any concepts where you have doubts or difficulty understanding, please post your questions or comments in the General CRM Questions forum. If you want to set up an Online Chat with me, please send me an email through Blackboard.

6. Set up study groups, when feasible.

7. Start working on your Discussion Assignment early.

8. If scheduled, take the Quiz during the quiz window (usually Thursday at 12:00 AM through Sunday 11:55 PM)- don't wait until the last hour to log in. Check the one-page Course Calendar spreadsheet for dates. NO MAKE-UP QUIZZES ARE ALLOWED.

9. Read ALL postings coming from me! They will contain tips, important guidelines, instructions, deadline changes, etc. I always post these messages in the INSTRUCTOR ANNOUNCEMENTS Discussion Forum. It is your responsibility to comply with any content in these messages.

YOU MUST LOG INTO THE BLACKBOARD COURSE SITE EVERY DAY! THIS IS OUR PRIMARY METHOD OF COMMUNICATION.

COURSE CALENDAR

Below is a summary of the topics and corresponding textbook chapters/lecture notes/readings for each week in the semester. Under the Additional Resources link, you will also find a one-page Course Calendar (spreadsheet) containing assignments due, quiz dates, test dates, and more. Be sure to print out the calendar and post it somewhere visible so you can plan ahead.

Date(s)

Topic(s)

Assigned Materials

Syllabus - MAR4860 - Customer Relationship Management

https://lms.fiu.edu/webct/urw/lc3736222521041.tp3736222561041/Relat

1/10–1/16

Introduction to Course

Watch Welcome Video1/10–1/16 Introduction to Course

Syllabus Quiz1/10–1/16 Introduction to Course Watch Welcome Video Homepage 1/17–1/23 Introduction to CRM Textbook

HomepageIntroduction to Course Watch Welcome Video Syllabus Quiz 1/17–1/23 Introduction to CRM Textbook Chapter 1

1/17–1/23

Introduction to CRM

Textbook Chapter 11/17–1/23 Introduction to CRM

Chapter 1 Slideshows, Modules 1 and 21/17–1/23 Introduction to CRM Textbook Chapter 1 1/24–1/30 Understanding Relationships Textbook

1/24–1/30

Understanding Relationships

Textbook Chapter 21/24–1/30 Understanding Relationships

Chapter 2 Slideshows, Modules 1, and 2Understanding Relationships Textbook Chapter 2 1/31–2/6 Understanding Relationships Textbook

1/31–2/6

Understanding Relationships

Textbook Chapter 21/31–2/6 Understanding Relationships

Chapter 2 Slideshows, Module 3Understanding Relationships Textbook Chapter 2 2/7–2/13 Planning & Implementing CRM Projects

2/7–2/13

Planning & Implementing CRM Projects

Textbook Chapter 32/7–2/13 Planning & Implementing CRM Projects

Chapter 3 Slideshows, Modules 1, 2 and 3& Implementing CRM Projects Textbook Chapter 3 2/14–2/20 Developing, Managing, and Using

2/14–2/20

Developing, Managing, and Using Customer-Related Databases

Textbook Chapter 42/14–2/20 Developing, Managing, and Using Customer-Related Databases

Chapter 4 Slideshows, Module 1and Using Customer-Related Databases Textbook Chapter 4   Watch Videos 2/21–2/27 Customer Portfolio

 

Watch Videos 

2/21–2/27

Customer Portfolio Management

Textbook Chapter 52/21–2/27 Customer Portfolio Management

Chapter 5 Slideshows, Modules 1 and 2Customer Portfolio Management Textbook Chapter 5 2/28–3/6 CRM and Customer Experience Textbook

2/28–3/6

CRM and Customer Experience

Textbook Chapter 62/28–3/6 CRM and Customer Experience

Chapter 6 Slideshows, Module 1CRM and Customer Experience Textbook Chapter 6 3/7–3/13   Textbook Chapters 7 Creating Value for

3/7–3/13

 

Textbook Chapters 73/7–3/13  

Creating Value for Customers

Chapter 7 Slideshows, Modules 1, 2 and 3Creating Value for Customers

3/14–3/20

Managing the Customer Lifecycle:

Textbook Chapter 9 (selected sections) (selected sections)

No slideshowsTextbook Chapter 9 (selected sections)

Customer Retention & Development SPRING BREAK

3/21 –3/27

Information Technology for CRM

Textbook Chapter 133/21 –3/27 Information Technology for CRM

Chapter 13 Slideshows, Modules 1 and 2Information Technology for CRM Textbook Chapter 13 3/28–4/3 Information Technology for CRM Textbook

3/28–4/3

Information Technology for CRM

Textbook Chapters 133/28–4/3 Information Technology for CRM

Chapter 13 Slideshows, Module 3Information Technology for CRM Textbook Chapters 13 Supplemental Materials 4/4 –4/10 Sales Automation

Supplemental MaterialsCRM Textbook Chapters 13 Chapter 13 Slideshows, Module 3 4/4 –4/10 Sales Automation Textbook Chapter 14

4/4 –4/10

Sales Automation

Textbook Chapter 144/4 –4/10 Sales Automation

Chapter 14 Slideshow (incl. in Chapter 13)4/4 –4/10 Sales Automation Textbook Chapter 14 4/11–4/17 Marketing Automation Textbook Chapters 15

4/11–4/17

Marketing Automation

Textbook Chapters 154/11–4/17 Marketing Automation

No slideshowsChapter 14 Chapter 14 Slideshow (incl. in Chapter 13) 4/11–4/17 Marketing Automation Textbook Chapters 15

Syllabus - MAR4860 - Customer Relationship Management

https://lms.fiu.edu/webct/urw/lc3736222521041.tp3736222561041/Relat

4/18–4/23

Service Automation

Textbook Chapters 164/18–4/23 Service Automation

No slideshows4/18–4/23 Service Automation Textbook Chapters 16 Final Research Paper Due on 4/18 TBA MANDATORY ON-CAMPUS

Final Research Paper Due on 4/184/18–4/23 Service Automation Textbook Chapters 16 No slideshows TBA MANDATORY ON-CAMPUS FINAL EXAM  

TBA

MANDATORY ON-CAMPUS FINAL EXAM

 

ADDITIONAL INFORMATION

The semester is divided into fifteen (15) weeks . Each week starts on Monday and ends on Sunday. Each week fifteen (15) weeks. Each week starts on Monday and ends on Sunday. Each week will focus on a major CRM topic(s). Under Course Content, you will find a link for each chapter of the course. Each Chapter Link will contain three folders: Narrated Lectures, Lecture Worksheets, and Supplemental Materials.

The Course Calendar is a one-page spreadsheet showing all critical actions and dates for the entire Course Calendar is a one-page spreadsheet showing all critical actions and dates for the entire semester. You will find this under Course Introduction. Print it and put it in a place where you will look at it daily. This tool comes in handy when planning and organizing for this course.

The Discussions link will take you to the various 'rooms' of our course. Each forum or Discussions link will take you to the various 'rooms' of our course. Each forum or 'room' has a purpose. Any messages posted incorrectly will be moved and answered in the right forum. There are several types of Discussions in this course.

GENERAL DISCUSSION TOPICS

Instructor Announcements - This discussion forum is a MUST READ. I will post important information about the course This discussion forum is a MUST READ. I will post important information about the course here. Please check this forum every day. You will be accountable for any changes announced here.

Questions About Course - This forum is for you to post questions about the course, syllabus, deadlines, assignments, - This forum is for you to post questions about the course, syllabus, deadlines, assignments, etc. Please do not post these types of questions in Instructor Announcements.

General CRM Questions - Discussions and questions/comments related to the course material, i.e. CRM topics, will be facilitated - Discussions and questions/comments related to the course material, i.e. CRM topics, will be facilitated through the CRM Questions forum.

SOCIAL NETWORKING

Your Homepages- Read the description for this forum. Completing and posting a homepage is a requirement. - Read the description for this forum. Completing and posting a homepage is a requirement. It is worth 10 points.

General Socializing - The purpose of this discussion forum is to dialogue about non-course related information. - The purpose of this discussion forum is to dialogue about non-course related information.

INDIVIDUAL LEARNING COMMUNITY DISCUSSIONS

During the second week of class, you will be assigned to a Learning Community.information. INDIVIDUAL LEARNING COMMUNITY DISCUSSIONS Individual discussion assignments will be posted and

Individual discussion assignments will be posted and discussed within these forums.week of class, you will be assigned to a Learning Community. Course Mail should be used

Course Mail should be used to correspond with individuals regarding personal matters. should be used to correspond with individuals regarding personal matters.

Chat is a place where we can chat online in real-time. I will provide you with is a place where we can chat online in real-time. I will provide you with days and times when we can meet. Because of varying schedules, it is impossible for all students to be available at all times. Therefore, this is a VOLUNTARY activity, but worthwhile for clarifying concepts. For a scheduled Live Chat, check your Instructor Announcement forum for topic, day and time. You may also request an online chat - just email me or post a message requesting a time and date.

The Assessments link gives you access to the Online Learning Practice Quiz, Student Code of Conduct, Assessments link gives you access to the Online Learning Practice Quiz, Student Code of Conduct, and tests. The availability of quizzes and tests are shown in your one-page Course Calendar spreadsheet.

The My Grades link will give you an idea of how you're doing in the course. My Grades link will give you an idea of how you're doing in the course.

The My Progress links tracks your online activity. My Progress links tracks your online activity.

The Additional Resources link gives you access to my welcome narrated slideshow, Course Calendar, the FIU Additional Resources link gives you access to my welcome narrated slideshow, Course Calendar, the FIU Library for business and marketing articles, instructions for student homepages, best practices, guidelines, and more.

FINAL COMMENTS I want you to succeed in this marketing course and be able to take some practical experience

Syllabus - MAR4860 - Customer Relationship Management

https://lms.fiu.edu/webct/urw/lc3736222521041.tp3736222561041/Relat

with you to the real world. Let's all follow these values so we can make this course a great experience:

Hard, accurate work with fair assessmentsthese values so we can make this course a great experience: Honesty & integrity Willingness and

Honesty & integritygreat experience: Hard, accurate work with fair assessments Willingness and openness to new ideas Teamwork Good

Willingness and openness to new ideasaccurate work with fair assessments Honesty & integrity Teamwork Good communications I look forward to working

Teamwork& integrity Willingness and openness to new ideas Good communications I look forward to working with

Good communicationsintegrity Willingness and openness to new ideas Teamwork I look forward to working with each and

I look forward to working with each and every one of you! GOOD LUCK!

to working with each and every one of you! GOOD LUCK! Florida International University Online Copyright

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