Register now for the September 22 - University of Manitoba CIS – Customer Relationship Management course will begin and continue for 12 weeks.

Course Description:                             

This course will provide a comprehensive examination of Customer Relationship Management (CRM) in a customer contact centre by introducing students to fundamental concepts, theories and practices of CRM.  The course will provide the student with the opportunity to develop strategies to work as a leader within his or her own organization. This course requires the active participation of students in both a class and group setting.

Learning Objectives:

• Identify the dynamics and economics of customer acquisition, retention, value and access.
• Understand how to evaluate the effectiveness of service delivery and its impact on customers.
• Understand relationship-building strategies.
• Demonstrate an understanding of how to execute a strategy that aligns human resources, business processes, and technology to assure a positive customer experience.