PSMT 603W Customer Relationship Management Course Description: This course is an in-depth study in Customer Relationship Management (CRM) technologies and strategies. We will review various business approaches for managing all aspects of the customer lifecycle across the Internet and off-line channels. Customer identification, differentiation, interaction and customization techniques will be reviewed. Sales force automation, call centers, customer self-service, and customer segmentation will be examined. Customer knowledge management and business process reengineering issues will be introduced. We will use the case study method to review what firms do to integrate their major business functions to better serve the customer. We will examine CRM technologies and look at the role of technology in supporting a solid customer relationship. Other topics for discussions include data integration and decisions support systems. Prerequisites: Courses available for registration: Term Schedule Number Section Credit Hours Time Day Center Offering the Course Course Location Instructor Summer 2008 08228180 8180 3 1900 - 2030 R Hampton Roads To Be Announced Room John Duffy Session Dates: May 15 2008 - Jul 24 2008 Course Website: Notes and Comments: There is no textbook assigned for this course. Instead, we will use business cases and articles. A class packet of cases and assigned readings can be ordered through the UVA SCPS Bookstore via phone at (800) 759-4667. Program Contact: K. Edwin Brown Textbook Information Tuition: Tuition rates are based on registrant's status and residency. You must complete a profile in order to establish an accurate tuition rate and register for credit courses. Register Now!