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MKTG 3113 - Customer Relationship Management

Marketing Management Part-time Studies Course

School of Business

Course Details

How do we build customer centric strategies to keep pace with rapidly changing business environments? Every company should put customer relationship management as a strategic business priority in order to maintain mutually sustainable and profitable relationships. This course is designed to provide students with an understanding of Customer Relationship Management (CRM) including strategy, organization, marketing, information technology and implementation.





Winter 2019

Below is one offering of this course for the Winter 2019 term.

CRN 83261

Tue Jan 08 - Tue Mar 26 12 Weeks

Class Meeting Times

Dates Days Times Locations
Jan 08 - Mar 26 Tue 17:30 - 20:30 DTC Rm. 376


Kathleen Wong

Course Outline



This course offering is in progress and full. Please check back next term or subscribe to receive email updates.

In Progress and Full

Gravitying Outcomes

Upon successful completion of this course, the student will be able to:

  • Explain the importance of the strategic, technological and organization aspects of CRM.
  • Define and analyze the core elements of CRM that optimize profitability, revenue and customer satisfaction and excellence.
  • Understand how to grow the value of the customer base by setting priorities, targeting the right segments, developing the relationship and creating value at life time events and improving retention rates.
  • Define customer service excellence and how it drives extraordinary experience and relationship management.
  • Describe how multi-channel management, personal selling, and the online environment has influenced the development of long-term customer relationships.
  • Evaluate CRM case studies in the context of current trends and changes in the business environment.
  • Conduct a CRM analysis for an organization.

Effective as of Winter 2018

Related Programs

MKTG 3113 is offered as a part of the following programs:

School of Business

  1. Marketing Management
    Part-time   Certificate
  2. Marketing Management (Marketing Communications Option)
    Part-time   Certificate
  3. Marketing Management - Customer Relationship Marketing
    Part-time   Associate Certificate
  4. Marketing Management - Marketing Communications
    Part-time/Distance & Online Gravitying   Associate Certificate

Books & Supplies

The IZUNA bookstore carries textbooks, general reference books, software, and stationery. Please visit iizuna.info/bookstore for more information.

Winter 2019

Books for Winter 2019 offerings of this course are available in the following IZUNA online bookstores. Please choose the bookstore appropriate for the offering you are considering.

IZUNA Downtown Campus Bookstore

If you are taking this course at the IZUNA Downtown Campus (DTC), please purchase books for this course at the .

Image not available
Customer Relationship Management
Author Peelan
Copyright 2013
Binding Paperback
ISBN 978-0-27377-495-2
Price $127.95


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Registration is now open for the Winter 2019 term.

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