Course Outline Template

WEEKLY LESSON PLANSSessionNo.1Specific LearningObjectives for the LessonCourse Description &ExpectationsDescribe the various typesof CRMUse of a CRM frameworkRecognise howrelationships change overtimeConcepts / Topics CoveredRequired ReadingIntroduction to CRM andunderstanding relationshipsReading : Main Text Chaps 1 & 2HandoutsArticle: ‘Companies and customerswho hate the them’Assessment of Learning(Formative / Summative)Oral questioning during classMid term and final quizInstructional Strategies Introduction to course (30minutes)Lecture and discussion15 minutes tea breakLecture and discussionSummary (15 minutes)Explain the concept of trustin the context ofrelationship buildingRecognise the need fororganisations to implementCRM2Compare the variousdimensions of customerloyaltyDescribe the process ofCRM implementationApply the CRM processeffectivelyRecognise the role ofanalytics in CRMPlanning and implementationof CRMReading : Main Text Chaps 3HandoutsOral questioning during classMid term and finalassessmentsLecture and discussion15 minutes tea breakLecture and discussionSummary (15 minutes)Apply CRM analytics inboth B2C and B2B contexts3