IMS5028

Customer relationship management systems ( 6 points, SCA Band 2, 0.125 EFTSL)

Leader: I. Jagielska

Offered:
Caulfield Second semester 2005 (Evening)

Synopsis: This unit will provide students with the knowledge of selected approaches and technologies for supporting decision making in CRM. In particular, it will focus on the processes and technologies for analysis of customer data to provide in-depth understanding about the customer behaviour and trends. Topics covered include: concepts and definitions, supporting approaches and technologies for analytical CRM and integrating analytical CRM into the enterprise.

Assessment: Practical Assignments: 50% + Exam: 50%

Contact Hours: 3 hours per week

Prerequisites: IMS9001, IMS9003 or equivalent