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Customer Relationship Management

Course Description: This course aims to provide students with a comprehensive understanding of the concepts and applications of Customer Relationship Management (CRM) principles. Students will also learn the techniques necessary to identify and develop one-to-one marketing programs, using relevant tools such as Data Mining, in order to identify, differentiate, interact with, and customize offers to meet customer needs.

Credit hours: 3

Objectives of the course :

By the end of this course, the student will be able to:
1. Discussion of Customer Relationship Management (CRM) in Marketing.
2. Clarify the primary role of Customer Relationship Management (CRM) in delivering customer value.
3. Applying practical knowledge of customer relationship management to an existing or new organization.
4. Comparison between Customer Relationship Management and its role statement as a strategic tool for enhancing the performance of existing or new organizations.
5. Analysis of various data mining techniques to solve diverse business problems.
6. Assessing the importance of having skills in planning, implementing, and evaluating customer relationship management strategies and plans.
7. Discuss the importance of communicating with individuals from diverse backgrounds with a spirit of empathy.
8. Discuss the impact of Customer Relationship Management (CRM) on marketing channels.

Course outputs :

1. Distinguishing between concepts, principles, and theories in Customer Relationship Management (CRM).
2. Applying concepts, principles, and theories in different situations for customer relationship management.
Demonstrate written communication skills in customer relationship management.
4. Possess oral communication skills in customer relationship management.
5. Possess skills in using computer applications for customer relationship management.
6. Possessing scientific research skills in the field of Customer Relationship Management.
7. Possessing critical thinking and analytical skills in customer relationship management fields.
8. Possess strategic thinking skills and problem-solving abilities in customer relationship management.
Belief in and practice of sustainability principles in customer relationship management.
Possession of leadership, teamwork, and decision-making skills in customer relationship management.
11. The ability to distinguish between ethical issues in customer relationship management.
12. Possessing social responsibility competence in customer relationship management.
13. The ability to handle cultural diversity in customer relationship management situations.

Additional information:

Last updated: 2026-05-10