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IMS5028 : Customer Relationship Management Systems

 

Week #
Lecture Topic
Notes
Related Reading
1
Introduction:Business Intelligence & CRM  
2
CRM Concepts and Definitions

Week 2 Intro (HC)

Week 2 (HC)

 
3
Analytical CRM & Data Warehousing

Week 3 Analytical (HC)

Week 3 DW (HC)

Reading 1

Reading 2

Reading 3

4

Customer Data Warehouse Design

 

Week 4 CRM - DW#1

Week 4, 5 CRM - DW#2

 
5
Customer data analysis techniques Week 5, CRM Analytics - OLAP  
6
Customer data analysis techniques, data mining

Week 6 Data mining-Intro

Week 6 Data Mining #2

 
7
Data mining for CRM Week 7  
8
CRM systems, Siebel (guest lecture) week 8  
9
Data mining, integration into business processes week9 ING Bank case study
10
product review, presentations    
11
CRM in organisations, case studies    
12

Trends in CRM , Event- Based marketing, Daniel Tehan, Senior CRM Consultant
Teradata

week 12  
13

Unit summary

 

week 13  

*('HC' indicates hardcopy notes distributed in class)

 
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