MIS 514 Customer Relationship Management

This course presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service by adding new technologies, processes, and procedures will realize the return on the investment projected. Throughout this course, students will recognize how CRM theory is successfully applied by various real-life companies. Student will learn the scientific reasons why people resist change, how to deal with it, how to measure the results in an on-going manner and how to tie those measure results to the bottom-line.