mkt468 | undergraduate

Customer Relationship Management

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This course provides an overview of the sales management process, with an emphasis on the importance of developing the skills, attitudes, and thinking patterns needed in order to win customer satisfaction and loyalty. Specific behaviors, techniques, leadership styles, performance evaluation metrics, and future directions are provided to maximize professional success.

This undergraduate-level course is 5 To enroll, speak with an Enrollment Representative.

Course details:

Credits: 3
Continuing education units: XX
Professional development units: XX
Duration: 5

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    Customer Service and Relationship Marketing

    • Identify strategies to obtain new customers and recover lost customers.
    • Explain the value of customer feedback.
    • Identify ways to use focus groups and mystery shoppers for qualitative market research.
    • Create customer loyalty plans that exceed expectations.

    Performance Evaluation and Compensation

    • Develop effective sales management, development, and performance evaluation strategies.
    • Identify trends in compensation and bonus packages.

    Overview of Sales Management

    • Describe the roles and responsibilities of sales management in a business-to-business (B2B) environment.
    • Identify customer service strategies to build and maintain good customer relationships.
    • Use positive behaviors and communication strategies to achieve customer loyalty.
    • Compare the structural differences between sales divisions at small and large businesses.

    Sales Communication Strategies

    • Distinguish between hearing and retention listening.
    • Communicate with tact and professionalism.
    • Identify customer care strategies for a call center environment.
    • Explain how self-centeredness affects listening.

    Websites and Electronic Communications

    • Develop effective strategies to provide positive and easy-to-use sales e-services.
    • 3.2 Develop an electronic communication plan to identify and maintain profitable customer relationships.
    Tuition for individual courses varies. For more information, please call or chat live with an Enrollment Representative.

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    Teacher Rate: For some courses, special tuition rates are available for current, certified P-12 teachers and administrators. Please speak with an Enrollment Representative today for more details.

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    While widely available, not all programs are available in all locations or in both online and on-campus formats. Please check with a University Enrollment Representative.

    Transferability of credit is at the discretion of the receiving institution. It is the student’s responsibility to confirm whether or not credits earned at University of Phoenix will be accepted by another institution of the student’s choice.