Brief Course Description
1. Course Title:
(EN) Customer Relationship Management in cruise industry
2. Language of Instruction:
Tiếng Anh
3. Course Code:
TOU515151
4. Credits:
3
5. Course Objectives:
The objectives of the course are aimed at the following main points: a. Providing students with basic knowledge of customer relationship management (CRM), including concepts, principles and strategies related to building and maintaining customer relationships in the tourism industry. b. Helping students perceive and distinguish different CRM strategies, thereby applying them in practice in the tourism sector. c. Training skills in analyzing and evaluating customer relationship situations, thereby making appropriate decisions to improve customer satisfaction and loyalty. d. Developing conflict resolution and customer care skills, helping students to be able to handle situations arising in the process of serving customers. e. Encouraging students to consciously update their knowledge of customer relationship management and develop the necessary professional skills to adapt to changes in the business environment in the tourism industry. f. Train students to have professional ethics, professional demeanor, and the ability to work effectively in teams in a diverse and competitive environment.
6. Brief Description of Course Content:
The unit introduce the basic principles of customer relationship management (CRM) such as benefits, return, business environment, applied technology, process and procedure. We will show how to apply and manage CRM system to enhance marketing, sales and customer services during the customer journey (attraction, maintain, market development, sustainable competitive advantages).