Customer Relationship Management


Course Description:
Provides an introduction to the study of customer satisfaction and customer relationship management. Topics addressed included satisfaction measurement, linking satisfaction to firm performance, customer profitability and lifetime value, and predictive analytics for database marketing. This course is taught from a quantitative perspective, with particular emphasis placed upon measuring (and ultimately optimizing) the behavioral and financial impact of customer satisfaction and loyalty programs. To this end, a variety of data analysis techniques will be utilized throughout the term, including logistic regression, simulation, and optimization. Measurement (survey) methods and issues are also an integral focus of the course. Prerequisite: MGT 460 or 462 or consent of instructor. [2]

2 Credit(s)

Please Note: Not all courses are scheduled each semester. Complete class schedules are available upon enrollment.