BCS 412

Presentation Schedule Tue April 14th
1:30 -1:45 pm Bell Group
1:45 -1:50 - changeover
1:50 - 2:05 pm TD Group
2:05 -2:10 - changeover
2:10 - 2:25 pm Dell Group
2:25 - 2:30 - changeover
2:30 - 2:45 pm SONY Group
2:45 - 2:50 - changeover
2:50 - 3:05 pm Ebay Group

	course text 2009	BCS 412 Customer Relationship Management		bb
			Prof. Terry James originated, and copyrighted much of the material in BCS412		Prof. Tim Richardson is the person teaching BCS412 in Jan-Apr 2009

GRADING ASSIGNMENTS Marks Online
UPDATED 2009 April 09
official outline online http://www.senecac.on.ca/outlines/091/SMEB/BCS412.HTM

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Jan	February	March	April
review Market Concept ------------------------------------ Chpt 1 sell to new customers grow existing customers costs of new customers versus maintaining old customers PDF .(new) Internal Customers External Customers ------------------------------------ o production orientation o sales orientation o marketing orientation focus on o customer needs o not products ------------------------------------ CLV & the Velvet Rope ------------------------------------ Assignment One 10 things about CRM ------------------------------------ Chpt 2 - company culture - rewards & incentives - Metrics - measuring www.customerthink.com ------------------------------------ Chpt 3 - sales funnel - power organization chart - KYC know your customer - segmentation - credit scoring - demographics - contact management	Chpt 4 Prospects - potential customers Suspects - might be potential customers Prospects / Suspects PDF ------------------------------------ Chpt 5 Customer Relationship Marketing The Marketing Comcept Fundamentals o most important asset is customers o not all customers are equal Pareto Principle 80/20 o costs more money to get new customers than keep existing customers Segmentation based on RFM o Recency o Frequency o Monetary the Relationship Aspect ------------------------------------ Chpt 6 Customer Service Customer Contact Points Measuring Customer Satisfaction PDF.(new) Complaint Handling Hostile Customers PDF(new)	Chpt 7 E-commerce o how web-based technology helps achieve CRM oDot.com failures oSearch Engine Issues oSearch Engine Ranking o CRM for dot.com companies ------------------------------------ Chpt 8 Knowledge management Continuous Improvement / Kaizen Competitive Intelligence ------------------------------------ Chpt 9 Identity Theft done March 10, 17 - CBC interview -CFRB interview - iChannel documentary Scamsfor March 13 Privacy Issuefor March 24 Privacy Violationsfor March 24 ------------------------------------ Chpt 10 Vendors	Chpt 11 Management Risk Management Contingency Planning ------------------------------------ Chpt 12
Jan 13 Jan 15 Jan 20 Obama Jan 22 Assignment # 1 due Jan 27	Jan 27 Jan 29 Feb 3 Assignment 2 explained Feb 6 Feb 10 ~~Feb 12~~ Prof Sick ~~Feb 17~~ Prof Sick	Feb 24 Feb 26 Test 2 Feb 26 Assignmt # 1 collected Mar 2 - 6 break week Mar 10 Mar 13 Mar 17 Mar 19 discussed Case Study Mar 24 discuss case progress	Apr 2 Apr 7 ---------------------------------------- Presentation TIPS Apr 9 Case Presentations Apr 14 Case Presentations Apr 16 Exam in class Apr 20-24 exams

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