Kennesaw State University

Kennesaw, Georgia, United States

This experience focuses on the transition from traditional marketing and sales management to modern Customer Relationship Management (CRM) strategies, emphasizing the role of database systems and CRM solutions. Learners will gain the ability to evaluate CRM systems' planning, management, and strategy, including social CRM strategy and operations, which leverage social media platforms to enhance customer engagement and relationship-building. They will assess customer data organization, identify integration issues, and learn to model customer lifetime value (LTV). Additionally, they will determine factors for successful CRM implementation. These skills can be applied to real-world projects, enabling learners to contribute to both traditional and social CRM strategy development and implementation in organizations.