Independent study and proficiency examination program administered from the central offices of LOMA.
Length:
Varies-independent study.
Dates:
January 2002 - December 2012.
Instructional delivery format:
Proficiency exam
Learner Outcomes:
Upon successful completion of the course, students will be able to: define customer relationship management (CRM); identify the key benefits and challenges associated with implementing CRM; identify the steps that financial organizations take to prepare for CRM; describe the role of customer information in CRM, and describe the privacy concern associated with the collection and use of this information; explain how financial organizations develop customer strategies and channel strategies, and describe typical elements of these strategies; explain the steps involved in implementing a CRM initiative and measuring return on investment; describe the importance of data governance and integration; list technologies used to automate CRM business processes; and list practical applications of CRM for financial services companies.
Instruction:
Major topics include: preparing the organization for CRM; the role of customer information; protecting customer privacy; customer strategies; channel strategies; CRM infrastructure: people, processes, and technology; implementing CRM; measuring CRM success; data governance and integration; technology associated with CRM; CRM applications in financial services.
Credit recommendation:
In the lower division baccalaureate/associate degree category OR in the upper division baccalaureate degree category, 2 semester hours as an elective in Business Administration (6/02) (1/08 revalidation). NOTE: If this course and Customer Contacts: Strategies and Operations (PCS 392) are both completed, a total of 5 semester hours are recommended for both courses in the lower division baccalaureate/associate degree category OR in the upper division baccalaureate degree category, as an elective in Business Administration.
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