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Managing Customer and Client Experience

Module code: CORP 5061

Module description

This module will help to develop a deeper understanding of the relationship between organisations, their customers and clients. In particular we will assess organisational competence in client management and identify weaknesses in Client Relationship Management (CRM) performance. In particular you will be encouraged to investigate the Client Life-cycle as well as exploring techniques for effective segmentation of the customer base in line with client expectations, satisfaction, loyalty, and profitability

Contact hours per student per year

  • Lectures: 24 hours
  • Tutorials: 12 hours

Assessments

  • Individual presentation: 30%
  • Individual written report: 70%

Additional costs: No extra costs other than purchase of books

 
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