課程資料

發展願景

傳揚中華文化，促進跨領域創新，與時精進，邁向國際
It is our objective to promote Chinese culture, enhance cross-disciplinary innovation, seek constant advancement, and embrace global community.

辦學宗旨

秉承質樸堅毅校訓，承東西之道統，集中外之精華，研究高深學術, 培養專業人才，服務社會，致力中華文化之發揚, 促進國家發展.
Based on our motto—“Temperament, Simplicity, Strength, and Tenacity,” “inheriting the merits of the East and the West” and “absorbing the essence of Chinese and foreign cultures,” we make it our mission to pursue advanced research, develop professional talents, serve the society, promote Chinese culture and support national development.

校教育目標
校基本素養
校核心能力

院教育目標

培育國際經營視野 To foster new perspectives of international business
培養國際學術研究智慧 To raise the standards of academic research in international business
訓練國際企業管理知能 To teach and equip students with the knowledge of international business management
養成國際多元文化倫理道德素養 To nurture international multiculturalism and ethical literacy

院核心能力

國際化專業知識與創新多元思維能力 Professional business expertise and analytical creativity
企業經營環境之觀察力 Examination of international business environment
經營分析與決策科學之能力 Experienced business analysis and scientific decision-making international business
洞悉企業經營績效之能力 Comprehensive insight into the reverberation of business performance ethical literacy
倫理道德素養與團隊合作能力 Aptitude for ethical literacy and teamwork

系教育目標

國際經營視野 International Managerial Perspective
專業經營知能 The Knowledge and Skills of Professional Business
管理道德與社會責任之認知 The Cognition of Managerial Ethics and Social Responsibility

系核心能力

國際經營視野能力
國際行銷策略規劃及執行能力
國際財務管理能力
國際人力資源養成與發展能力
創新與創業管理能力
社會責任與公司治理能力
就業實務運作（證照）及職場技能
領導溝通與協調能力

課程目標

教育目標：國際經營視野與專業經營知能 基本能力：市場分析能力與整合分析與決策能力 1. 瞭解CRM的整體架構及企業導入CRM系統之相關評估決策過程。 2. 瞭解如何透過CRM工具，藉由資訊系統規劃、分析企業的顧客資料，發揮資料庫的效益。 3. 透過案例與演練建立顧客關係管理知識與觀念。讓學生知到如何與顧客建立關係，並獲得顧客知識創造顧客終生價值。

課程概述

面對國際經濟環境的變動，出現了各種企業經營概念，如顧客關係管理(CRM)，企業知識管理(KM)，商業智慧(BI)等多種專業技術在企業經營的應用，需徹底瞭解以及時妥適的應用於企業服務的流程中。1990年代末期，興起顧客關係管理(customer relationship management, CRM)的觀念，強調企業要針對不同類型的顧客，互動時更需發展出不同的策略。本課程除介紹顧客服務及關係管理的概念、發展趨勢與企業策略外，並探討顧客關係管理相關之資訊應用技術以及實際範例的分析與個案討論。另除瞭解企業如何落實顧客管理外，也可認識專業技術面的系統導入及經營面的流程改善。 課程能力

授課內容

~The Objective of the Course:
To cultivate students the International business vision, professional business knowledge, basic capabilities, Market analysis capabilities concentrating on Customer Relationship. Such as:
1. Understand the overall structure of CRM and the related assessment and decision-making process for companies to adopt CRM system.
2. Learn how to use the CRM tools to plan and analyze corporate customer data through the information system to leverage the benefits of the database.
3. Build customer relationship management knowledge and ideas through case study. Let students know how to build up relationships with customers, and gain customer trust to create customer lifetime value.

~Course Description
The purpose of this course is to understand how the businesses interact with their customers. The effectiveness of customer interaction can make the customer satisfied and loyal, and established life cycle relationship with the business. The components of customer relationship management (CRM) include objective, service process, tools, and, service encounter. The planning and design of these components will be discussed in our course. This course contains the following topics: definition of CRM, importance of CRM, framework of a CRM system. Development of a CRM system, and the cases of CRM operations.

授課方式

~Classroom Scenarios
1. The instructor will introduce topic and case study every week 2. The Teamwork: Each students need to join a group to do the PPT presentation　project 3.Disccusion
All class assignments will be listed each week on the ＣＣＵ　course web site.

~Teaching Methods:
Classroom Teaching/Classroom Discussion/Oral Presentation/Group Discussion/Research or Creativity/Speech/Out-of-Campus Visiting

評量方式

上課用書

（師生應遵守智慧財產權及不得非法影印）
Customer Relationship Management-The Foundation of Contemporary Marketing Strategy（2nd Edition） by Roger J. Baran, Robert J. Galka,2017/ISBN: 9781138919525/ Publisher: Taylor

參考書目

（師生應遵守智慧財產權及不得非法影印）
1.Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series) (2nd Edition) by Jon Anton (Author),‎ Natalie L. Petouhoff PH.D. (Author) ISBN-13:  978-0130990693 /ISBN-10:  0130990698

2.Mobile Commerce: How It Contrasts, Challenges, and Enhances Electronic Commerce/Author:Esther

其他備註

Courses Demand：
Students who are interested in customer relationship management and service management are welcome to take this course.
※ This course requests:
1.To report by presentation
2.Group discussion
3.Final Project　

# CRM Movie: Saving Mr. Banks

課程需求

其他需求

輔導時間

• 星期二 09:00-12:00
• 星期三 12:00-13:00
• 星期六 08:00-10:00

教師聯絡資訊

Email：sgh2@ulive.pccu.edu.tw
分機：8573

課程進度

1. 2018/09/18

   Course Introduction 備註 1.Introduction: Add & Drop Brainstorming 2.Find your group members and leave the names in the discussion Boad.(each group for 7-8 studnets)

2. 2018/09/25

   Introduction of Customer Relation Management

3. 2018/10/02

   The History and Development of CRM

4. 2018/10/09

   Relationship Marketing and CRM

5. 2018/10/16

   Organization and CRM

6. 2018/10/23

   CRM and Data Management

7. 2018/10/30

   Technology and Data Platforms

8. 2018/11/06

   Database and Customer Data Development 指定研讀資料 Out-of-Campus Visiting: Taiwan Stock Museum 備註 Dear Students： We will have an Out-of-Campus Learning on Nov.06. (1200-1400)  at Taiwan Stock Museum/PackagesA+B+C #Venue:Taiwan Stock Museum(CCU students let's meet up in front of the entrance on 11:50) Contact Person（Museum）：龐 繼 明 Tel：0225141589，0932918211 Contact Mr.Shih施老師:(02)27005858#8573

9. 2018/11/13

   Midterm Exam

10. 2018/11/20

    Business-to-Business CRM

11. 2018/11/27

    Understanding the Customer-Company Profit Chain: Satisfaction, Loyalty, Retention, and Profits

12. 2018/12/04

    The CRM Strategy Cycle: Acquisition, Retention, and Win-Back

13. 2018/12/11

    Privacy and Ethics Considerations

14. 2018/12/18

    CRM Program Measurement and Tool

15. 2018/12/25

    Social Networking and CRM

16. 2019/01/01

    CRM Trends, Challenges, and Opportunities

17. 2019/01/08

    Final Discussion & Project Submission

18. 2019/01/15

    Final Feedback