Module – Customer Relationship Management

The aim of this Module is to support learners to appreciate the value and values of consumers and to learn approaches to caring for customers within work-related contexts. The Module will focus on the theoretical basis for consumer and customer support over the period of the Module.

Customers and the relationships between business and customers is central to most modern businesses. This module takes an in-depth look at the whole area from a work-related psychology perspective. It will critically evaluate the role of customer relationship management in an organisational setting providing learners with key skill knowledge and approaches that can be utilised within their respective workplaces.

 

Thematic Area Topic Classroom Based Day Programme   Delivery Mode Blended Learning Delivery Mode
    Classroom-based only (Duration)

Synchronous BL

(Duration)

 Asynchronous Teaching  and Directed e- Learning  (Duration)
Theme 1 Introduction to the 5 Generic Models of Customer Relationship Management 2 hours 2 hours 1 Hour
Theme 2 Strategic Customer Service Relationships 3 hours 2 hours 1 Hour
Theme 3 Operational Customer Relationship Management 3 hours 2 hours 1 Hour
Theme 4 Collaborative Customer Relationships 3 hours 2 hours 1 Hour
Theme 5 Analytical Customer Relationships 3 hours 2 hours 1 Hour
Theme 6 Customer Relationship Planning & Development strategies – trust, commitment & interdependence. 2 hours 2 hours 1 Hour
Theme 7 Immediate, Short & Long-term relationships, – developing and sustaining customer loyalty. 2 hours 2 hours 1 Hour
Theme 8 Customer relationships as an integral element of business mission and strategy 3 hours 2 hours 1 Hour
Theme 9 The nature of relationships  with different stakeholders including customers, suppliers, intermediaries & other external bodies 2 hours 2 hours 1 Hour
Theme 10 Organising for relationships 2 hours 2 hours 1 Hour
Theme 11 Monitoring and control of customer relationships. 3 hours 2 hours 1 Hour
Theme 12 Relationship Dissolution – Why relationships terminate; Mitigation strategies 2 hours 2 hours 1 Hour
  Total 30 hours 24 hours 12 hours