Customer Relationship Management (CRM) Systems
Instructor: Борис Тодоровић, PhD, Assistant Professor
The goal of the subject is to familiarize students with models, forms and infrastructure of the CRM system, in order to enable them to use such systems in practice.
| Code : | О2018ИCRM |
|---|---|
| Status: | E |
| Semestar: | 5th |
| Number of classes per week: | 3+2 |
| ЕECTS: | 6 |
| Teachers: |
Весна Алексић,
PhD Full Professor Стефан Тановић, Assistant |
| Prerequisites: | No prerequisites |
| Learning Outcomes (gained knowledge): | Students are trained to design and implement simple CRM systems. |
| Subject Contents: | Models and forms of e-business. E-commerce. E-business strategies. Internet business plan. Software components and e-business applications. Customer Relationship Management - CRM. The most important global solutions: SAP, Navision, Oracle and others. Integration of CRM into a web portal. SugarCRM. Examples. Work on seminar papers. Overview of the main characteristics of domestic solutions. |
| Teaching Methods and Learning Activities: | Lectures, seminar classes and practical exercises. |
| Literature: | Chaffey, D. (2009). E-Business and E-Commerce Management (4th Edition). Prentice Hall. Bret J.W., & Ellen M. (2008). Concepts in Enterprise Resource Planning. Course Technology. |
| Types of Assessment for the subject: | Colloquium I (0-20 points); Colloquium II (0-20 points); Final exam (0-50 points); Attendance (2point); Class activities (seminar papers, discussions, case studies) (0-8 points) |
| Special Remarks for the subject: |