Course Syllabus

Course Information：

Year-Semester Course Number Course Name Phase Credits Hours Required/Elective Instructor Class Student NO. Withdraw Note

Fall Semester
Year 2025 347200 Customer Relationship Management and Business Intelligence 1 3.0 3 ★ Angela Yang 4IEM4A
4IEM4B 17 1 工管四甲乙丙合開

Year-Semester	Course Number	Course Name	Phase	Credits	Hours	Required/Elective	Instructor	Class	Student NO.	Withdraw	Note
Fall Semester Year 2025	347200	Customer Relationship Management and Business Intelligence	1	3.0	3	★	Angela Yang	4IEM4A 4IEM4B	17	1	工管四甲乙丙合開

Course Plan：

Instructor Angela Yang

Email Pearlinself@gmail.com

Last Updated 2025-09-09 15:52:44

Course Objective 顧客關係管理主要目的是了解企業與顧客之關係，促使顧客滿意及忠誠回應而產生終身價值，進而提昇企業獲利，其內容包括顧客關係管理的概念與本質、顧客行為、顧客資料探勘、顧客關係管理系統、顧客關係管理專案之規劃與管理、顧客關係管理的績效衡量、顧客關係管理實務研討。商業智慧(Business Intelligence, BI)，是企業利用現代資訊技術收集、管理和分析結構化與非結構化的企業資料與資訊，創造和累積企業知識與見解，以改善企業決策品質與採取有效的企業行動，進而提升企業各方面績效。由基本現場管理(Shop Floor Control)需求談起，然後介紹製造資訊分類與收集技術（包括RFID），也將包括資料庫與資料倉儲觀念，最後介紹BI於顧客關係管理之應用。課堂中也將輔以目前市面上商用BI套裝軟體，並將其專業上相關資訊在此系統上實際應用，體驗BI對企業之重要性。 The objectives of Customer Relationship Management (CRM) are to study the relationship between corporation and customer, to increase the profit by customer lifetime value through customer satisfaction and royalty. The topics of this course includes concepts and context of CRM, consumer behavior, customer data mining, CRM system, planning and management of CRM projects, performance measurement of CRM. Business intelligence (BI) systems refer to applications and technologies which gather and analyze data about company operations. It then provides a comprehensive correlation of those factors, such as metrics on sales, production, internal operations, and helps managers to make better business decisions. This course focuses on applications of BI in CRM, with the introduction of shop floor control concepts and data collection techniques such as RFID, along with database and data warehouse concepts. Hands-on experience in BI software implementation is also emphasized.

Course Schedule Week 01-02 顧客關係管理導論 Week 03 顧客關係管理的銷售與行銷 Week 04-05 發展、維繫、強化顧客關係 Week 06-07 顧客不滿意與抱怨的處理 Week 08 -09 顧客滿意度與忠誠度 Week 10-11 顧客關係管理策略規劃 Week 12-13 CRM個案 Week 13-14 顧客價值分析|CRM個案 Week 15-16 顧客資料探勘與商業智慧 Week 17-18 專題演講與期末考試補充：培養顧客關係 a. 管理顧客關係與培養忠誠度 b. 申訴處理及服務補救 c. 模擬軟體 d. 期末考試週

Evaluation and grading policy Evaluation/Assessments： Mid Term 25% ( Group Presentation, individual report ) Final Term 25% ( Paper Exam + Group Presentation ) Participation 50% ( 20% Attendance on time got 2 points, 30% Class participation, such as asking and answering questions) Proof of documents required, such as a sick leave notice, can be provided later. A wrap-up presentation of the previous class may be required in the next class. 360-degree evaluation at the end of the class by peers. Contact information: Email: shenchu.yang@gmail.com | Cell Phone: 0932302756 | Line: shenchu.yang Wechat: shenchu_yang

Materials All right reserved. Do not reproduce without permission.

Foreign-language textbooks:Yes
顧客關係管理｜結合叡揚資訊Vital CRM國際專業認證(第二版) 作者：陳美純書號： AEE040600 出版日： 2023/02/22 ISBN： 9786263244184 EAN： 9786263244184 紙本書價格： 480 電子書：已出版補充曾鼎翔，2019，服務業行銷(Wirtz/Services Marketing 8e)，台北：華泰文化

The access to curricular consultation 提前安排師生雙方合宜時間

Expanding teaching and resources

The course corresponds to the SDGs SDG3：良好健康和福祉（Good Health and Well-being）
SDG11：永續城市與社區（Sustainable Cities and Communities）
SDG12：負責任的消費與生產（Responsible Consumption and Production）

Does the course incorporate AI ● 使用生成式AI作為教學過程的輔助工具（Use generative AI tools as an aid to the teaching process）
● 鼓勵學生使用生成式AI工具（Encourage students to use generative AI tools）

Note
　

Instructor	Angela Yang
Email	Pearlinself@gmail.com
Last Updated	2025-09-09 15:52:44
Course Objective	顧客關係管理主要目的是了解企業與顧客之關係，促使顧客滿意及忠誠回應而產生終身價值，進而提昇企業獲利，其內容包括顧客關係管理的概念與本質、顧客行為、顧客資料探勘、顧客關係管理系統、顧客關係管理專案之規劃與管理、顧客關係管理的績效衡量、顧客關係管理實務研討。商業智慧(Business Intelligence, BI)，是企業利用現代資訊技術收集、管理和分析結構化與非結構化的企業資料與資訊，創造和累積企業知識與見解，以改善企業決策品質與採取有效的企業行動，進而提升企業各方面績效。由基本現場管理(Shop Floor Control)需求談起，然後介紹製造資訊分類與收集技術（包括RFID），也將包括資料庫與資料倉儲觀念，最後介紹BI於顧客關係管理之應用。課堂中也將輔以目前市面上商用BI套裝軟體，並將其專業上相關資訊在此系統上實際應用，體驗BI對企業之重要性。 The objectives of Customer Relationship Management (CRM) are to study the relationship between corporation and customer, to increase the profit by customer lifetime value through customer satisfaction and royalty. The topics of this course includes concepts and context of CRM, consumer behavior, customer data mining, CRM system, planning and management of CRM projects, performance measurement of CRM. Business intelligence (BI) systems refer to applications and technologies which gather and analyze data about company operations. It then provides a comprehensive correlation of those factors, such as metrics on sales, production, internal operations, and helps managers to make better business decisions. This course focuses on applications of BI in CRM, with the introduction of shop floor control concepts and data collection techniques such as RFID, along with database and data warehouse concepts. Hands-on experience in BI software implementation is also emphasized.
Course Schedule	Week 01-02 顧客關係管理導論 Week 03 顧客關係管理的銷售與行銷 Week 04-05 發展、維繫、強化顧客關係 Week 06-07 顧客不滿意與抱怨的處理 Week 08 -09 顧客滿意度與忠誠度 Week 10-11 顧客關係管理策略規劃 Week 12-13 CRM個案 Week 13-14 顧客價值分析\|CRM個案 Week 15-16 顧客資料探勘與商業智慧 Week 17-18 專題演講與期末考試補充：培養顧客關係 a. 管理顧客關係與培養忠誠度 b. 申訴處理及服務補救 c. 模擬軟體 d. 期末考試週
Evaluation and grading policy	Evaluation/Assessments： Mid Term 25% ( Group Presentation, individual report ) Final Term 25% ( Paper Exam + Group Presentation ) Participation 50% ( 20% Attendance on time got 2 points, 30% Class participation, such as asking and answering questions) Proof of documents required, such as a sick leave notice, can be provided later. A wrap-up presentation of the previous class may be required in the next class. 360-degree evaluation at the end of the class by peers. Contact information: Email: shenchu.yang@gmail.com \| Cell Phone: 0932302756 \| Line: shenchu.yang Wechat: shenchu_yang
Materials	All right reserved. Do not reproduce without permission. Foreign-language textbooks:Yes 顧客關係管理｜結合叡揚資訊Vital CRM國際專業認證(第二版) 作者：陳美純書號： AEE040600 出版日： 2023/02/22 ISBN： 9786263244184 EAN： 9786263244184 紙本書價格： 480 電子書：已出版補充曾鼎翔，2019，服務業行銷(Wirtz/Services Marketing 8e)，台北：華泰文化
The access to curricular consultation	提前安排師生雙方合宜時間
Expanding teaching and resources
The course corresponds to the SDGs	SDG3：良好健康和福祉（Good Health and Well-being） SDG11：永續城市與社區（Sustainable Cities and Communities） SDG12：負責任的消費與生產（Responsible Consumption and Production）
Does the course incorporate AI	● 使用生成式AI作為教學過程的輔助工具（Use generative AI tools as an aid to the teaching process） ● 鼓勵學生使用生成式AI工具（Encourage students to use generative AI tools）
Note