BUS 5523 - Enterprise Systems III - CRM Systems

3 Credit Hours

This course examines customer relationship management (CRM) and its application in marketing, sales, and service functions within an organization. It will include theoretical concepts from the CRM textbook as well as hands on learning of a CRM system, Microsoft Dynamics CRM. Companies adopting effective CRM strategies are able to properly align their business processes with customer centric strategies maximizing people, technology, and knowledge. Companies utilize CRM to optimize the identification, acquisition, growth, and retention of desired customers and to gain competitive advantage and maximize profits. Anyone interested in working with customers and CRM technology and would like to be responsible for the development of any major aspect of CRM will find this course beneficial.

Emphasis is given on conceptual knowledge, real-world projects, and hands-on learning using Microsoft Dynamics CRM software. Microsoft Dynamics CRM software is used throughout the course.

Availability: Fall

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