What is this subject about?
Digital Customer Behaviour & Customer Relationship Management examines consumer behaviour theories and specially the nature and scope of consumer behaviour through all Digital Marketing channels.
After a short time, you will explore the importance of Customer Relationship Management (CRM), impacts of social media and social businesses on Customer Relationship Management, data management and professional tools that support customer relationship management strategies.
What will you be able to do after the completion of this course?
– You will be able to critically assess consumer behaviour theories and concepts and their application across different cultures.
– Also, you will be able to analyse the impact of digital technologies on consumer behaviour, consumer research and customer relationships.
– Moreover, we will teach you how to critically analyse contemporary theories relating to customer relationship management as a source of competitive advantage.
– We will also teach you how to analyse the impact of social media on customer relationship management.
– Additionally, you will know how to research and report on a range of professional techniques and tools that supports customer relationship management, specifically:
- A range of Costumer Relationship Management techniques include collation of data, tracking customer contacts, single point of entry, reporting and analytical tools, follow-up actions, diarising.
- CRM tools include collaborative CRM tools, social CRM tools, sales and marketing automation CRM tools, analytical CRM tools.
– Finally, you can apply theories to relevant customer relationship management issues in the digital marketing environment.
