Unit Name: Customer Relationship Management
Unit Code: Y/650/5064
Level: 4
Credit: 15
GLH: 60
Please click the link below to view guidelines:
ATHE Definition of GLH, TQT, and Credits
Please click the following link to view the ATHE Specifications for Level 4 Business and Management:
ATHE Level 4 Business & Management Specification
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. Learners will also gain an understanding of loyalty schemes and have an opportunity to make improvements to CRM.
Customer Relationship Management Video 1:
Course Curriculum
| 1. Understand the importance of customer relationship management (CRM) to business | |||
| 1.1 Explain the key features of customer relationship management Details | Unlimited | ||
| 1.2 Analyse the benefits of good customer relationship management to business Details | Unlimited | ||
| 2. Understand how effective 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 staff in achieving effective customer relations experiences Details | Unlimited | ||
| 2.3 Assess the role of external stakeholders in achieving effective customer relations Details | Unlimited | ||
| 2M1 Evaluate the methods used to measure customer satisfaction Details | Unlimited | ||
| 2D1 Analyse the impact of employee engagement with CRM on customer relation 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 segmentation and other CRM decisions Details | Unlimited | ||
| 3D1 Evaluate methods used to segment customers as part of a customer relationship management process in a named organisation Details | Unlimited | ||
| 4. Can plan improvements to customer relationship management in a named organisation | |||
| 4.1 Review customer relationship management in an organisation Details | Unlimited | ||
| 4.2 Propose improvements to processes and staff roles for customer relationship management Details | Unlimited | ||
| 4.3 Plan for the implementation of improvements Details | Unlimited | ||
| 4M1 Obtain feedback on your plan and make amendments Details | Unlimited | ||
| Slides for Customer Relationship Management | |||
| Unit 10 Customer Relationship Management Lecture 1 Slides Details | 00:00:00 | ||
| Unit 10 Customer Relationship Management Lecture 2 Slides Details | 00:00:00 | ||
| Unit 10 Customer Relationship Management Lecture 3 Slides Details | 00:00:00 | ||
| Unit 10 Customer Relationship Management Lecture 4 Task 1 Slides Details | 00:00:00 | ||
| Unit 10 Customer Relationship Management Lecture 5 Slides Details | 00:00:00 | ||
| Unit 10 Customer Relationship Management Lecture 6 Slides Details | 00:00:00 | ||
| Recorded Lectures for Customer Relationship Management | |||
| Recorded Lecture 1 Customer Relationship Management Details | 00:00:00 | ||
| Recorded Lecture 2 Customer Relationship Management Details | 00:00:00 | ||
| Recorded Lecture 3 Customer Relationship Management Details | 00:00:00 | ||
| Recorded Lecture 4 Customer Relationship Management Task 1 Details | 00:00:00 | ||
| Recorded Lecture 5 Customer Relationship Management Details | 00:00:00 | ||
| Recorded Lecture 6 Customer Relationship Management Details | 00:00:00 | ||
| Recorded Lecture 7 Customer Relationship Management Task 2 Details | 00:00:00 | ||
| Recorded Lecture 8 Customer Relationship Management Details | 00:00:00 | ||
| Recorded Lecture 9 Customer Relationship Management Details | 00:00:00 | ||
| Recorded Lecture 10 Customer Relationship Management Task 3 Details | 00:00:00 | ||
| Recorded Lecture 11 Customer Relationship Management Details | 00:00:00 | ||
| Assignment Brief for Customer Relationship Management | |||
| Assignment Brief of Customer Relationship Management Details | 00:00:00 | ||
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