Presentation Schedule Tue April 14th
1:30 -1:45 pm Bell Group
1:45 -1:50 - changeover
1:50 - 2:05 pm TD Group
2:05 -2:10 - changeover
2:10 - 2:25 pm Dell Group
2:25 - 2:30 - changeover
2:30 - 2:45  pm SONY Group
2:45 - 2:50 - changeover
2:50 - 3:05 pm Ebay Group
 

course text 2009
BCS 412
Customer 
Relationship Management
click to view bb click for main web page
Prof. Terry James originated, and copyrighted much of the material in BCS412 Prof. Tim Richardson is the person teaching BCS412 in Jan-Apr 2009
GRADING              ASSIGNMENTS   Marks Online
UPDATED 2009 April 09
official outline online  http://www.senecac.on.ca/outlines/091/SMEB/BCS412.HTM
 
... .
Jan
February
March
April
review Market Concept
------------------------------------
Chpt 1 

sell to new customers
grow existing customers

costs of new customers versus maintaining old customers PDF
.(new)

Internal Customers
External Customers
------------------------------------
 o production orientation
 o sales orientation
 o marketing orientation

focus on 
 o customer needs
 o not products
------------------------------------
CLV & the 
Velvet Rope
------------------------------------
Assignment One
10 things about CRM
------------------------------------
Chpt 2 
- company culture
- rewards & incentives
- Metrics - measuring
 www.customerthink.com
 ------------------------------------
Chpt 3 

- sales funnel
- power organization chart
- KYC know your customer
- segmentation
- credit scoring
- demographics
- contact management

Chpt 4 

Prospects
- potential customers
Suspects
- might be potential customers
Prospects / Suspects PDF
------------------------------------
Chpt 5 
Customer Relationship Marketing
The Marketing Comcept

Fundamentals
 o most important asset is customers
 o not all customers are equal
    Pareto Principle 80/20
 o costs more money to get new customers than keep existing customers

Segmentation based on RFM
 o Recency
 o Frequency
 o Monetary

the Relationship Aspect
------------------------------------
Chpt 6 

Customer Service

Customer Contact Points

Measuring Customer Satisfaction PDF.(new)

Complaint Handling
Hostile Customers PDF(new)

Chpt 7 E-commerce
 o how web-based technology helps achieve CRM
 oDot.com failures
 oSearch Engine Issues
 oSearch Engine Ranking
 o CRM for dot.com companies
------------------------------------
Chpt 8 Knowledge management

Continuous Improvement / Kaizen

Competitive Intelligence
------------------------------------
Chpt 9
Identity Theft 
done March 10, 17
- CBC interview
-CFRB interview
- iChannel documentary

Scamsfor March 13

Privacy Issuefor March 24

Privacy Violationsfor March 24
------------------------------------
Chpt 10

Vendors

 

Chpt 11

Management

Risk Management

Contingency Planning

------------------------------------
Chpt 12

Jan 13
Jan 15
Jan 20 Obama
Jan 22 Assignment # 1 due
Jan 27
Jan 27
Jan 29
Feb 3 Assignment 2 explained
Feb 6
Feb 10
Feb 12 Prof Sick
Feb 17 Prof Sick
Feb 24
Feb 26 Test 2
Feb 26 Assignmt # 1 collected
Mar 2 - 6   break  week
Mar 10
Mar 13 
Mar 17
Mar 19 discussed Case Study
Mar 24 discuss case progress
Apr 2
Apr 7
----------------------------------------
Presentation TIPS
Apr 9 Case Presentations
Apr 14 Case Presentations
Apr 16 Exam in class

Apr 20-24 exams

.
. .
 
 
witiger.com
  CONTACT I MAIN PAGE I NEWS GALLERY I E-BIZ SHORTCUTS I INT'L BIZ SHORTCUTS I MKTG&BUSINESS SHORTCUTS I TEACHING SCHEDULE
.
  MISTAKES I TEXTS USED I IMAGES I RANK I DISCLAIMER I STUDENT CONTRIBUTORS I FORMER STUDENTS I PUBLICATIONS I TIPS
.
.




.