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Unisa Short Learning Programmes
Course in Customer Relationship Management (71110)

Purpose

Customer Relationship Management is a broadly recognised, widely implemented strategy for managing an organisation’s interactions with customers, clients and sales prospects. The purpose of the course is to provide students with fundamental theoretical and practical knowledge in various concepts of customer relationship management which are necessary when interacting with internal and external stakeholders. 

 


Target group

Customer relationship managers, customer relationship practitioners, customer service managers and customer service practitioners 


Admission requirements

Senior Certificate or an equivalent NQF level 4 qualification or applicable experience 


Duration

Six months 


Language medium

English 


Registration periods

First semester: 26 November to 25 January  

Second semester: 01 to 30 June 


Tuition method

UNISA open distance learning by means of study guides and tutorial letters 


Kind of assessment

Note: 

Formative assessment and examination admission will comply with UNISA’s formative assessment rules and policies 

Formative assessment: 

Two assignments per module to be completed during the course of the six months. To qualify for the examination, students must obtain a minimum of 50% in the assignments. 

Summative assessment: 

Two hour examination 


Customer Relationship Management Principles (CCCR01H)
HEQF Level of Module - 6
Credits of Module - 12
Syllabus/Content Topics
  • The nature and role of relationship marketing 
  • Building customer relationships 
  • Customer service 
  • Process of customer service 
  • Internal marketing 

 


Customer Relationship Management: Applied Strategy (CCCR02J)
HEQF Level of Module - 6
Credits of Module - 12
Syllabus/Content Topics
  • Technology for CRM 
  • One-to-one marketing and mass customisation 
  • Building relationships with other stakeholders 
  • Planning the CRM strategy 
  • Implementation of CRM in the organisation 

 


Course leader

Prof M C Cant DCom (UNISA) 

Discipline expertise: Retail management 

Centre for Business Management 

Office 3-002, A J H van der Walt Building, UNISA 

Tel: 012 429 4456 

Fax: 012 429 3759 

E-mail: cantmc@unisa.ac.za 


Programme administrator(s)

Mrs A.A. Meyer 

Department of Marketing and Retail Management  

Tel: 012 429 4639  

Fax: 012 429 3759  

E-mail: meyeruaa@unisa.ac.za  

 

Ms A van der Spuy 

Department of Marketing and Retails Management 

Tel: 012 429 4639 

Fax: 012 429 3759 

E-mail: vdspuaa@unisa.ac.za 

 

CBM Help Desk: 

Tel: (012) 352 4288 / 4170 / 4317 / 4383 

Fax: 012 429 4150 

E-mail: bussen@unisa.ac.za 

Web: www.unisa.ac.za/cbm