| 當期課號 | 7584 | Course Number | 7584 |
|---|---|---|---|
| 授課教師 | 徐茂練 | Instructor | SHYU,MAW LIANN |
| 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 | |
| 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 | 徐茂練(民94)，顧客關係管理，全華 李振昌譯(民92)，哈佛商業評論:顧客關係管理，天下文化。 CRM文獻約六篇。 |
Teaching Materials | Maw Liann, Shyu(2005), Customer Relationship Management, OpenTech. 6 CRM Literatures |
| 成績評量方式 | 課堂討論30%， 文獻報告30%， 期末報告40% |
Grading | Discussion topics: 30%, Literature review: 30%, Final report: 40% |
| 教師網頁 | www.cyut.edu.tw/~mlshyu | ||
| 教學內容 | 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)。 | 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 this course. |