Customer Relationship Management (CRM) (in English)

Teaching results

The aim of the course is to provide students with a set of knowledge about CRM, its nature and principles. The course is focused on customer relationship management in relation to managerial strategy and practice. The course logically justifies the need to expand management activities in the field of customer relations, determines the structure of relationships, measuring the cost of obtaining and maintaining customer relationships, etc.
Knowledge: Students can understand the issue of CRM, its importance, essence and principle, development, understand the role of CRM in the company, understand the issue of CRM application and its principles and differences in its implementation.
Competences: Students will be able to work with information - search for it, select it, independently analyze and synthesize with orientation the ability to independently apply the principles and coordinate CRM functions within the company.
Skills: Students will have the ability to evaluate the use of theoretical approaches to CRM in the activities of business entities; ability to apply CRM instrumentation on a specific example, critically evaluate the situation, propose solutions to tactical and strategic level problems.