课程简介

顾客关系管理(双语)

课程号402251020                                 课程名称:顾客关系管理(双语)

总学时32                                        学分2

先修课程:市场营销、运营管理、管理信息系统        面向对象:本科生 

考核方式:考试                                    任课教师:余伟萍

课程简介:通过本课程的学习,可以更进一步了解客户行为,了解何种客户对何种刺激或营销活动会有反应。也可重新组织与客户的互动,仔细的分析其互动关系,并在适当时机,透过适当渠道,提供适当的产品给客户。将先进的数据仓库与CRM相结合,将有助于对客户特性的了解,进而发展适当的产品与解决方案,决定产品的价格与互动方式,以满足客户需求。

推荐教材或主要参考书:《客户关系管理》,韩小芸,南京大学出版社,2009

备注:理论课

 

Course Code: 402251020     Course Name: Customer Relation Management

Total Hours:32             Credit2

Course Description: Through studying this course, you can better understand customer’s behavior; find out each customer will respond to different kinds of stimulus or marketing activities. You can also re-organize the interactions with customers; carefully analyze the relationship of interaction with them, and at the appropriate time, provide the appropriate product to the customer through the appropriate channels. With combining the advanced data warehouse and CRM, it will help understand the customers’ features, thus develop the appropriate products and solutions to it, then decide the prices of products and interactive approach to meet customer needs.

Textbook/Teaching material: Customer Relation Management,han xiaoyun, Nanjing university press.

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