Brief Course Description
1. Course Title:
Customer Relationship Management in cruise industry
2. Language of Instruction:
Tiếng Việt
3. Course Code:
TOU515108
4. Credits:
3
5. Course Objectives:
The objectives of the Customer Relationship Management course are outlined as follows:
a. To provide students with foundational knowledge of CRM, including concepts, principles, and strategies related to building and maintaining customer relationships in the tourism industry.
b. To help students recognize and differentiate various CRM strategies, enabling them to apply these approaches in practical settings within the tourism sector.
c. To develop students' skills in analyzing and evaluating customer relationship situations, allowing them to make informed decisions aimed at enhancing customer satisfaction and loyalty.
d. To cultivate conflict resolution and customer care skills, equipping students with the ability to handle emerging situations during customer service interactions.
e. To encourage students to proactively update their knowledge on CRM and enhance their professional skills, ensuring adaptability to the evolving business environment in the tourism industry.
f. To instill in students a strong sense of professional ethics, a professional demeanor, and the ability to work effectively in teams within 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).