| Relevance of Course Objectives and Core Learning Outcomes(%) |
Teaching and Assessment Methods for Course Objectives |
| Course Objectives |
Competency Indicators |
Ratio(%) |
Teaching Methods |
Assessment Methods |
After completing the course of study, students will have;
1. Gained an understanding of key concepts of CRM
2. Knowledge of CRM customer data acquisition, management, research, analysis and use
3. An understanding of the impact of CRM on customer experience, satisfaction and loyalty
4. An understanding of the impact of social networking on CRM best practices
|
|
|
|
| Written Presentation |
| Attendance |
| Oral Presentation |
| Assignment |
|
| Course Content and Homework/Schedule/Tests Schedule |
| Week |
Course Content |
| Week 1 |
課程簡介 |
| Week 2 |
CRM簡介 |
| Week 3 |
專題演講 |
| Week 4 |
自主學習1:電子化顧客關係管理實例 |
| Week 5 |
關係行銷 |
| Week 6 |
顧客管理(1) |
| Week 7 |
顧客管理(2) |
| Week 8 |
運動會補假 |
| Week 9 |
進度報告1 |
| Week 10 |
顧客價值(1) |
| Week 11 |
顧客價值(2) |
| Week 12 |
顧客忠誠度 |
| Week 13 |
顧客體驗 |
| Week 14 |
獲取顧客 |
| Week 15 |
維繫顧客關係 |
| Week 16 |
服務失誤與補救
期末報告
自主學習2：電子商務環境下的顧客關係策略 |
self-directed
learning |
|
|
| Evaluation |
(1) Participation and presentation: 30%
(2) Mid-term: 30%
(3) Final project: 40% |
| Textbook & other References |
|
| Teaching Aids & Teacher's Website |
| iLearning |
| Office Hours |
| by appointment |
| Sustainable Development Goals, SDGs(Link URL) |
| | include experience courses：N |
|