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Course

Vorlesung Customer Relationship Management

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Semester:Winter Term 2019
Lecturer:Prof. Dr. Andreas Geyer-Schulz;
Appointment:Dienstag 09:45 - 11:15
Location:20.21 Raum 217
SWS:2
Linked to:Übung Customer Relationship Management (Übung) Winter Term 2019

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Content

Course dates

Time Content
10/15/2019, 09:45 - 11:15
10/22/2019, 09:45 - 11:15
10/29/2019, 09:45 - 11:15
11/05/2019, 09:45 - 11:15
11/12/2019, 09:45 - 11:15
11/19/2019, 09:45 - 11:15
11/26/2019, 09:45 - 11:15
12/03/2019, 09:45 - 11:15
12/10/2019, 09:45 - 11:15
12/17/2019, 09:45 - 11:15
01/07/2020, 09:45 - 11:15
01/14/2020, 09:45 - 11:15
01/21/2020, 09:45 - 11:15
01/28/2020, 09:45 - 11:15
02/04/2020, 09:45 - 11:15


Course material

Content Author
01 Introduction Geyer-Schulz, Andreas

02 Service Competition Geyer-Schulz, Andreas

03 Managing Customer Relationships Geyer-Schulz, Andreas

04 Nature Of Services Geyer-Schulz, Andreas

05 Service and Relationship Quality Geyer-Schulz, Andreas

06 Quality Management in Services Geyer-Schulz, Andreas

07 Return on Services and Relationships Geyer-Schulz, Andreas

08 Managing the Augmented Service Offering Geyer-Schulz, Andreas

09 Market-Oriented Organization: Structure, Resources, and Service Processes Geyer-Schulz, Andreas

10 Managing Internal Marketing: A Requirement for Customer Relationship Marketing Geyer-Schulz, Andreas

Principles of Service Management Geyer-Schulz, Andreas

Managing Service Productivity Geyer-Schulz, Andreas

Managing Marketing or Market-Oriented Management Geyer-Schulz, Andreas

Managing Total Integrated Marketing Communication Geyer-Schulz, Andreas

Managing Brand Relationships and Image Geyer-Schulz, Andreas

Managing Service Culture: The Internal Service Imperative Geyer-Schulz, Andreas

Transforming a Manufacturing Company into a Service Business Geyer-Schulz, Andreas

Managing Relationships and the Six Rules of Service Geyer-Schulz, Andreas

Exams Geyer-Schulz, Andreas