Unit Name: Customer Relationship Management
Unit Code: F/617/1151
Level: 4Â Â Â
Credit: 15Â Â Â Â Â
GLH: 60
Click Below for downloading specification of Year 1, Level 4 & 5 Business & Management:
ATHE Level 4 Business and Management
What you will Learn
Unit Aims:
Learners will be able to develop knowledge and understanding of the scope and importance of Customer Relationship Management (CRM) and to explore how effective CRM is achieved.
Video Link:
Course Curriculum
| 1. Understand the importance of customer relationship management to business | |||
| 1.1: Explain the key features of customer relationship management Details | Unlimited | ||
| 1.2: Analyze the benefits of good customer relationship management to business Details | Unlimited | ||
| 1.3: Analyze the impact of quality management systems on customer relationship management Details | Unlimited | ||
| 1M1: Evaluate the methods used to measure customer satisfaction Details | Unlimited | ||
| 2. Understand how good customer relationship management is achieved | |||
| 2.1: Evaluate the processes necessary for achieving effective customer relationship management Details | Unlimited | ||
| 2.2: Assess the role of internal staff in achieving effective customer relations experiences Details | Unlimited | ||
| 2.3: Assess the role of external stakeholders in achieving effective customer relations Details | Unlimited | ||
| 2D1: Analyze the impact of employee engagement on customer relations experiences Details | Unlimited | ||
| 3. Understand the use of loyalty schemes in customer relationship management | |||
| 3.1: Analyse the use of loyalty schemes to gain information about customers Details | Unlimited | ||
| 3.2: Explain how the information gained is used to inform business decision making Details | Unlimited | ||
| 3D1: Evaluate methods used to segment customers as part of a customer relationship management process, in a specific organization Details | Unlimited | ||
| 4. Be able to plan improvements to customer relationship management in a chosen organization | |||
| 4.1: Review customer relationship management in an organization Details | Unlimited | ||
| 4.2: Propose improvements to processes for customer relationship management Details | Unlimited | ||
| 4.3: Propose improvements to the role of staff in promoting good customer relationships Details | Unlimited | ||
| 4.4: Produce a plan for the implementation of improvements Details | Unlimited | ||
| 4M1: Gain feedback on your plan and make amendments Details | Unlimited | ||
| Slides for Customer Relationship Management | |||
| Customer Relationship Management Lecture 1 and 2 Slides Details | 00:00:00 | ||
| Customer Relationship Management Lecture 3 Slides Details | 00:00:00 | ||
| Customer Relationship Management Lecture 6 Slides Task 2 Details | 00:00:00 | ||
| Customer Relationship Management Lecture 7 Slides Task 3 Details | 00:00:00 | ||
| Customer Relationship Management Lecture 8 Slides Details | 00:00:00 | ||
| Recorded Lectures for Customer Relationship Management | |||
| Lecture 1 Customer Relationship Management Details | 00:00:00 | ||
| Lecture 2 Customer Relationship Management Details | 00:00:00 | ||
| Lecture 3 Customer Relationship Management Task 1 Details | 00:00:00 | ||
| Lecture 4 Customer Relationship Management Task 1 Part 2 Details | 00:00:00 | ||
| Lecture 6 Customer Relationship Management Task 2 Details | 00:00:00 | ||
| Lecture 8 Customer Relationship Management Details | 00:00:00 | ||
| Lecture 9 Customer Relationship Management Details | 00:00:00 | ||
| Lecture 10 Customer Relationship Management Details | 00:00:00 | ||
| Recorded Lectures for Customer Relationship Management Batch 2 | |||
| Lecture 1 Customer Relationship Management B2 Details | 00:00:00 | ||
| Lecture 2 Customer Relationship Management B2 Details | 00:00:00 | ||
| Lecture 3 Customer Relationship Management B2 Details | 00:00:00 | ||
| Lecture 4 Customer Relationship Management B2 Details | 00:00:00 | ||
| Lecture 5 Customer Relationship Management Task 1 B2 Details | 00:00:00 | ||
| Lecture 6 Customer Relationship Management B2 Details | 00:00:00 | ||
| Lecture 7 Customer Relationship Management B2 Details | 00:00:00 | ||
| Lecture 8 Customer Relationship Management Task 2 B2 Details | 00:00:00 | ||
| Lecture 9 Customer Relationship Management B2 Details | 00:00:00 | ||
| Lecture 10 Customer Relationship Management B2 Details | 00:00:00 | ||
| Assignment Brief for Customer Relationship Management | |||
| Assignment Brief of Customer Relationship Management Details | 00:00:00 | ||
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