Increasingly attention is being focused on IT systems that can enable organizations to better understand the needs of their customers and build better relationships with them so as to improve sales, customer profitability and customer satisfaction. This course covers a collection of concepts, processes and technologies to help (1) identify the areas and circumstances where IT systems become beneficial for effective customer management, (2) define the requirements for these systems, (3) design them, and (4) plan for their implementation and maintenance. Several functions within the enterprise will be discussed including sales, marketing, call centers, field services, and partnership management. Among the technologies that will be covered are customer data warehousing and mining. Lect: 3 hrs. Prerequisite: ITM 501, Antirequisites: ITM 729, ITM 730 Course Weight: 1.00 Billing Units: 1
