Course Outline Template

9Describe the customer lifecycleRecognise variouscustomer typesApplying a customerconversion modelSolve customer problemswith customer analyticsCRM project consultationManaging customer lifecycle:Customer acquisitionReading :Customer analytics Main Text Chap 8HandoutsArticles: ‘VW Price SensitivityMeter’Oral questioning during classFinal assessmentLecture and discussion15 minutes tea breakLecture and discussionDemonstrationSummary (15 minutes)10Describe the customer lifecycleCompare the variousmeasures of customerretentionExplain the benefits ofcustomer retentionManaging customer lifecycle:Customer retention anddevelopmentReading : Main Text Chap 9HandoutsOral questioning during classFinal assessmentLecture and discussion15 minutes tea breakLecture and discussionSummary (15 minutes)Compare the variousalternatives of customerretentionJudge the need for CRMimplementation11CRM project consultationExplain the benefits of abusiness networkDescribing theconstituencies in a networkIllustrate partners in valuecreationManaging networks forcustomer relationshipmanagementPartner relationshipmanagementReading :Oral questioning during classFinal assessmentsLecture and discussion15 minutes tea breakLecture and discussionSummary (15 minutes)Judging if internal Main Text Chap 106