查詢教學大綱與進度

教學大綱與進度

課程基本資料：

學年期課號課程名稱階段學分時數修教師班級人撤備註

111-2 316083 顧客關係管理 1 3.0 3 ★ 呂正欽
邱垂昱
楊神珠經管EMBA
資財EMBA
工管EMBA 13 0 (群組4)行銷管理

學年期	課號	課程名稱	階段	學分	時數	修	教師	班級	人	撤	備註
111-2	316083	顧客關係管理	1	3.0	3	★	呂正欽邱垂昱楊神珠	經管EMBA 資財EMBA 工管EMBA	13	0	(群組4)行銷管理

教學大綱與進度：

教師姓名楊神珠

Email Pearlinself@gmail.com

最後更新時間 2023-12-29 21:14:11

課程大綱本課程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。課程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。 The objectives of this course are to learn the relationship between corporation and customer for both B2B and B2C. So 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 managing, and CRM system, where we will practice the for CRM Planning and management, and Performance Measurement.

課程進度 Week 1: Introduction and Defining on Customers Relationship Management Week 2:Sales and Marketing play important Role in CRM Week 3: How to develop, maintain and strengthen the relationship with customers (CRM) Week 4:Crisis Management in customers services complaint Week 5: Analysis and Maintaining the Customer Value, Satisfaction, and Loyalty Week 6:Developing a positive and strategy on CRM Week 7: A New Approach on CRM Value Articulation—Customer Complaints and Improvement Week 8: Strategy Plan for CRM Week 9: Design Customer Service and Supporting System | Handle for customers complaints|How to handle VIP premium customers Week 10: Experiential Marketing Week 11: Build up customer database by filling into the survey form to create customer value Week 12: Developing, maintain, and strengthen the customer relationship Week 13: Build up customer Royalty (Organizing the customers Database) Week 14: Case Study: Bring in customers value by knowing where their requirements are Week 15: Strengthen the customers relationship Week 16: A plan for Royal customers service: evaluation and assessment E-commerce service Week 17: Plan for building up the customers satisfactions Week 18: Final Exam

評量方式與標準 Group Presentation: 4-5 people in a group : 30% Paper Exam + Individual Report. : 35% Participation : 35% Proof of documents required, such as sick leave notice can be provided later. A wrap-up presentation, reflection, of previous class may be required in next class.  360 degrees evaluation at the end of the class by peers.

使用教材、參考書目或其他 【遵守智慧財產權觀念，請使用正版教科書，不得使用非法影印教科書】

使用外文原文書：是
Customer Relationship Management 2nd Edition by Ed Peelen, Rob Beltman Effective CRM using Predictive Analytics 1st Edition by Antonios Chorianopoulos Literature Reading: Lampel, J., & Germain, O. Creative industries as hubs of new organizational and business practices. In. UK: Elsevier (2016) Yang, Angela, Shiyi Multimedia Corporation: The Value Conversion of Intellectual Property of SanYu Special Exhibition (2021) Conley, J. G., Bican, P. M., & Ernst, H. Value Articulation: A Framework For The Strategic Management of Intellectual Property. California Management Review, 55(4), 102-120. doi:10.1525/cmr.2013.55.4.102 (2013)

課程諮詢管道 Afterclass : 30 mins

課程對應SDGs指標

備註
An alternative for course distance learning is on MS teams. the link will be provided when it is needed.

教師姓名	楊神珠
Email	Pearlinself@gmail.com
最後更新時間	2023-12-29 21:14:11
課程大綱	本課程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。課程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。 The objectives of this course are to learn the relationship between corporation and customer for both B2B and B2C. So 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 managing, and CRM system, where we will practice the for CRM Planning and management, and Performance Measurement.
課程進度	Week 1: Introduction and Defining on Customers Relationship Management Week 2:Sales and Marketing play important Role in CRM Week 3: How to develop, maintain and strengthen the relationship with customers (CRM) Week 4:Crisis Management in customers services complaint Week 5: Analysis and Maintaining the Customer Value, Satisfaction, and Loyalty Week 6:Developing a positive and strategy on CRM Week 7: A New Approach on CRM Value Articulation—Customer Complaints and Improvement Week 8: Strategy Plan for CRM Week 9: Design Customer Service and Supporting System \| Handle for customers complaints\|How to handle VIP premium customers Week 10: Experiential Marketing Week 11: Build up customer database by filling into the survey form to create customer value Week 12: Developing, maintain, and strengthen the customer relationship Week 13: Build up customer Royalty (Organizing the customers Database) Week 14: Case Study: Bring in customers value by knowing where their requirements are Week 15: Strengthen the customers relationship Week 16: A plan for Royal customers service: evaluation and assessment E-commerce service Week 17: Plan for building up the customers satisfactions Week 18: Final Exam
評量方式與標準	Group Presentation: 4-5 people in a group : 30% Paper Exam + Individual Report. : 35% Participation : 35% Proof of documents required, such as sick leave notice can be provided later. A wrap-up presentation, reflection, of previous class may be required in next class.  360 degrees evaluation at the end of the class by peers.
使用教材、參考書目或其他	【遵守智慧財產權觀念，請使用正版教科書，不得使用非法影印教科書】使用外文原文書：是 Customer Relationship Management 2nd Edition by Ed Peelen, Rob Beltman Effective CRM using Predictive Analytics 1st Edition by Antonios Chorianopoulos Literature Reading: Lampel, J., & Germain, O. Creative industries as hubs of new organizational and business practices. In. UK: Elsevier (2016) Yang, Angela, Shiyi Multimedia Corporation: The Value Conversion of Intellectual Property of SanYu Special Exhibition (2021) Conley, J. G., Bican, P. M., & Ernst, H. Value Articulation: A Framework For The Strategic Management of Intellectual Property. California Management Review, 55(4), 102-120. doi:10.1525/cmr.2013.55.4.102 (2013)
課程諮詢管道	Afterclass : 30 mins
課程對應SDGs指標
備註	An alternative for course distance learning is on MS teams. the link will be provided when it is needed.