Course Details

Customer Relationship Management

 

TCHS1-GC3520
Credit: Hospitality, Tourism, and Sports Management

Developing a meaningful customer experience requires consistent management of information and action. This course investigates structures, cultures, and the goals of organizations, with the purpose of developing effective strategies for customer relationship management. Topics to be examined include: loyalty, life-time-value (LTV) of customers, service quality analysis, service recovery tactics, service experience design and delivery, analysis of customer touch points within organizations, developing service strategies consistent with corporate culture and mission, and implementing customer service necessary to achieve excellence and dominant market share.

Course Objectives:
By the end of the semester, students should be able to:

1. Apply various methods for designing competitive customer experiences and service recovery strategies.
2. Evaluate customer wants and unmet needs.
3. Analyze opportunities for creating customer value based on effective management of customer experiences.
4. Apply customer experience design and management principles into a project involving analysis and recommendations for an existing or new hospitality or tourism organization.
5. Design and manage competitive customer experiences.
6. Measure customer loyalty and life-time-value (LTV).

Prerequisites:
None

 

To register for this course you must be an admitted student in an NYU credit or degree program or have special student status. Admitted NYU credit or degree students may visit NYUHome to register through ALBERT. To apply to an NYU-SCPS credit or degree program, call (212) 998-7100.