CRM ( Customer Relationship Management) This is the course Textbook: Customer Relationship Management, 2nd Edition Author: Buttle, Francis VBID: 9781136441349 Customer Relationship Management Course Learning Outcomes covered on this assessment: L.O. 1 Discuss the importance of CRM in organizations, and how important CRM issues vary across industries. L.O. 2 Explain the types of CRM such as strategic, Analytical, Collaborative, and Operational CRM. L.O. 3 Examine the different types of CRM technologies such as Sales Force automation, Marketing campaign, and Customer Service and Loyalty. L.O. 4 Examine the best practices of CRM development and implementation process. L.O. 5 Analyze CRM cases from different organizations in several industries. L.O. 6 Use an industry standard CRM module on CRM business processes. Graduate Outcomes covered on this assessment: Graduate Outcome # Learning Outcomes # Communications and Information Literacy 1,2,3,4,5,6 Critical Thinking, Problem Solving and Interdisciplinary Exploration 1,2,3,4,5,6 Global Awareness 1,2,3,5 Information Technology (IT) 3,4,6