| 當期課號 |
1465 |
Course Number |
1465 |
| 授課教師 |
賴志松 |
Instructor |
LAI,CHIH SUNG |
| 中文課名 |
顧客關係管理 |
Course Name |
Customer Relationship Management |
| 開課單位 |
企業管理系(四日)四A |
Department |
|
| 修習別 |
選修 |
Required/Elective |
Elective |
| 學分數 |
3 |
Credits |
3 |
| 課程目標 |
本課程主要目的是了解企業應該如何與顧客之互動，方能獲得顧客的滿意及忠誠回應而產生終身價值，進而提昇企業獲利。企業欲與顧客有效互動，需要有良好的目標、流程、工具及服務介面等元件，本課程探討企業如何有效規劃及設計這些元件，以便做好顧客關係管理(CRM)。 |
Objectives |
The purpose of this cause is to understand how the business interact with their customers. The effectiveness of customer interaction can make the customer satisfied and loyal, and established life cycle relationship with the business. The components of customer relationship management(CRM) include objective, service, tools, and, service encounter. The planning and design of these components will be discussed in our course. |
| 教材 |
顧客關係管理，徐茂練，全華科技，2004 .隨堂個案教材 |
Teaching Materials |
|
| 成績評量方式 |
平時成績（含課堂參與及指定作業） 20%
分組報告 20%
期中考 30%
期末考 30% |
Grading |
Class Participation & Individual Assignments 20%
Group Project and Presentation 20%
Midterm Exam. 30%
Final Exam. 30% |
| 教師網頁 |
|
| 教學內容 |
顧客關係管理之組成元件及其間的關係 顧客關係管理發展 顧客關係管理之發展流程步驟 顧客關係管理運作 顧客關係管理之運作實例。 |
Syllabus |
components of CRM development of CRM development process of CRM implementation of CRM case study of CRM |