Outline: BCS 412

CUSTOMER RELATIONSHIP MANAGEMENT

Prerequisites

MRK106, MRK213 and EAC150 are required subjects for this course. 

Topic Outline

See Below

Modes of Instruction

A variety of instructional modes will be used. These include but are not limited to lectures, team projects, web links, videos, software, e-learning, problem based learning, case studies, conferences, and the study of real organizations. 

Prescribed Text

Terry James, Fred Clark, and Brian Broadway. THE CRM HANDBOOK: Customer relationship management training by . 

Seneca Libraries. Guide to Research & Citation: MLA Style. 2nd Ed. Toronto: Seneca College 2008

Assignments, Reports and Projects

All assignments and written reports must be submitted at the BEGINNING of the class in which they are due. Any assignment or report that is submitted late will be given a grade of 0%.

Lateness due to illness or family death is acceptable, with submission of the proper documentation. Other extenuating circumstances may be considered by the Professor – it is your responsibility to contact your instructor prior to the assignment due date, so an appropriate course of action can be agreed upon.

Presentations, Quizzes, Tests, and Exams
Students who do not write quizzes, tests and exams, or attend presentations as scheduled will receive 0% on that quiz, test, exam or presentation. Missing a quiz, test, exam or presentation due to illness or family death is acceptable, with submission of the proper documentation.

Other extenuating circumstances may be considered by the Professor – it is your responsibility to contact your instructor prior to the quiz, test or exam date so an appropriate course of action can be agreed upon.

Mode of Evaluation
1. PBL Activities* 30%
2. CRM Assignments 20%
3. Case Study 20%
4. Final Exam 30%
Total 100%

* PBL is problem based activities which involves presentations about cases, questions, and topics.

Performance Standards 

Participation: Participation is an important component to successfully complete this subject.  Attendance will be taken at all classes, and marks will be given for active participation to contribute to a positive learning environment. 
Preparation for Class: Students are expected to pre-read the material designated for each class and submit completed assignments on the due date. 
Evaluations: Evaluation methods and standards expect a professional, businesslike performance and an atmosphere similar to the working world. As a business student, your work should reflect the business reputation you are building; for example, assignments, case studies, and presentations must be completed on or before the due date. Unless arrangements have been made with your professor, a missed test or assignment will receive a grade of zero. Late assignments or in-class presentations will be penalized. 
Conduct: Students are expected to exhibit courtesy, respect toward others and professional behaviour both in the classroom and on client worksites outlined by Students Rights and responsibilities. 

Language Standards 

The use of acceptable English (grammar, spelling, composition, and appropriate style) is essential to all business communication.  All material submitted and presented for grading (oral & written) will be evaluated in part for these language elements and must meet Seneca College's standards for acceptable English skills and usage. 

Promotion Policy

 College Academic Policy will apply.  

Grading Policy

Grade Percentage  GPA
A+  90%-100%  4.0 Outstanding, Exceeds required performance consistently. Is able to integrate learning across subject material. Present conclusions professionally in both oral and written communication
A  80%-89%  4.0 Superior. Exceeds required performance standards. Communicates results "work place ready". Includes learning from other subjects.
B+  75%-79%  3.5 Very Good. Meets all course outcomes thoroughly and consistently, within the framework of the subject. Demonstrates professional communication skills. Shows leadership. Basic competence in synthesis.
B  70%-74%  3.0 Good. Meets all course outcomes consistently. Exhibits competent communication skills. No evidence of integrating across course content.
C+  65%-69%  2.5 Average. Acceptable achievement/level of knowledge of course outcomes. Acceptable communication skills
C  60%-64%  2.0 Below Average. Acceptable achievement of course outcomes. Communication Skills require improvement.
D 55%-59%  1.0 Basic Knowledge. Minimal achievement of course outcomes. Can explain the core concepts of the course. Does not exhibit professional communication skills.
F 0%-54%  0.0 Did not achieve course outcome

Minimum Passing Grade: "D"

Professor: 

Tim Richardson,  Room M500,  Ext. 7534
E-mail: Tim.Richardson@senecac.on.ca 

APPROVED BY:  ___________________________________________ 
                                       Angela Zigras, Academic Chair 
                                      School of Marketing and e-Business 

Last Updated:  Winter 2009