Customer Relationship Marketing (MK282)

• Course outline

• Sessions

  • Introduction to CRM

  • Strategic CRM: An Overview

  • External & Internal Audits in B2B and B2C context

  • Buying Behaviour & Decision Making

  • Customer Expectations, Satisfaction and Loyalty

  • Building Lasting Relationships Through Customer Service

  • The Importance of Quality, Control and Monitoring

  • Developing Customer Centric Strategy

  • Direct Marketing

  • Customer Equity Management

• Extras

  • The audio clips of lectures can be found at studentcentral (requires a Uni of Brighton Username and Password)

  • Extras