| 當期課號 |
7574 |
Course Number |
7574 |
| 授課教師 |
王聖嘉 |
Instructor |
WANG,SIN GA |
| 中文課名 |
顧客關係管理 |
Course Name |
Customer Relationship Management |
| 開課單位 |
企業管理系碩士在職專班二A |
Department |
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| 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 |
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Teaching Materials |
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| 成績評量方式 |
(1)平時成績(20%) (2)分組討論及報告(30%) (3)期中考(20%) (4)期末考(30%) |
Grading |
(1)Classroon Evaluation(20%) (2)Group Discussion and Presentation(30%) (3)Mid-Exam(20%) (4)Fin-Exam(30%) |
| 教師網頁 |
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| 教學內容 |
了解企業和顧客之間的夥伴關係及互動頻率，企業應如何與顧客有效互動以期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，需有利於雙方的目標、服務介面、流程、工具等元件，本課程探討企業如何有效規劃及設計這些元件，以達成良好的顧客關係管理(CRM)。 |
Syllabus |
The purpose of this couse 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 relationahip with the business. The components of customer relationship management(CRM) include objective, service, tools, and, service encounter. The planning and design of these components eill be discussed in our course. |