GSCM 419

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Customer Relationship Management

Marketing and Global Supply Chain Marriott School of Business

Course Description

Methods and principles for effective management of customer relationships within service businesses. Analyzing customer-interactive processes with regard to strategic innovation, performance measurement and improvement, process efficiency, interactive job design, service marketing, and service quality assurance.

When Taught

Winter

Min

3

Fixed

3

Fixed

3

Fixed

0

Other Prerequisites

For Marriott School majors only.

Title

Service Principles and Analytical Frameworks

Learning Outcome

Apply service principles and analytical frameworks to actual business situations.

Title

Services Management

Learning Outcome

Understand principles that lead to successful services management.

Title

Enrichment Project

Learning Outcome

Make significant business decisions.

Title

Understand Analytical Frameworks

Learning Outcome

Apply analytical frameworks that provide rigor to your study of services.