Customer Relationship Management Syllabus for 2017-2018
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As a student you may experience a range of issues that can cause barriers to learning, such as strained relationships, increased anxiety, alcohol/drug problems, feeling down, difficulty concentrating and/or lack of motivation. These mental health concerns or stressful events may lead to diminished academic performance or reduce a student's ability to participate in daily activities. Amarillo College offers services to assist you with addressing these and other concerns you may be experiencing. If you or someone you know are suffering from any of the aforementioned conditions, you can learn more about the broad range of confidential mental health services available on campus by calling the AC Counseling Center at 806-371-5900. The AC Counseling Center website is https://www.actx.edu/counseling/ . Also, if you are in need of social services (affordable housing, utilities, transportation, food, clothing, childcare, medical/dental/vision, legal), please call the AC Advocacy & Resource Center at 806-371-5439. The AC Advocacy & Resource Center website is https://www.actx.edu/arc

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Administrative Drop Policy

Students who do not attend class on or prior to the census date will be administratively dropped. Effective Fall, 2016

Student Withdrawal Procedures

Students who wish to withdraw from a course must complete all steps indicated on the Academic Withdrawal Request form by the course withdrawal deadline.

NOTE: Students who are attending Texas institutions of higher education, for the first time fall 2007 and later, may not withdraw from more than six courses during their academic career. This withdrawal limitation does not include dual credit or developmental classes (Senate Bill 1231 Rule 4.10.) For more information on Drop and Withdrawal Policies, please visit the Registrar's Office Web site.

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Course

MRKG-1301-001 Customer Relationship Management

Prerequisites

Course Description

General principles of customer relationship management including skills, knowledge, attitudes and behaviors.

Student ResourcesStudent Resources Website

Department Expectations

Occupational License Disclaimer

Notice to Students enrolled in an educational program for preparation of issuance of certain occupational licenses:

Students enrolled in an educational program in preparation for obtaining certain occupational licenses are potentially ineligible for such license if the student has been convicted of an offense. For further information, please contact your advisor, the Legal Clinic, or the faculty member in charge of the educational program that you seek to enroll in. The further information you will receive will include notification to you of your right to request a criminal history evaluation letter from the licensing authority in order to clarify your particular situation.

Hours

(3 sem hrs, 3 lec)

Class Type

Hybrid

Syllabus Information

Textbooks

Customer Service, A practical Approach by Elaine K. Harris --- 6th Edition

ISBN 978-0-13-274239-9

Supplies

• Textbook: 
• Computer/tablet    (Be aware: not all class objectives can be accessed on tablets or smartphones)
• Ability to access the course in Blackboard through AC Connect to submit assignments. Students MUST have the ability to access the course in Blackboard through AC Connect to submit assignments, take exams, participate in discussion boards and team projects (www.actx.edu)

 *If you don't have computer and printer access as home, make sure you locate the computer lab of your choice on campus to complete your assignments on time.

Technical support and assistance to log on to the course:

• For hands-on technical support, visit the Student Help Center.
• AC Connect / Blackboard Support Information
• For telephone support, call AskAC at 371-5000.
• Also see the AC Connect Student Resources online help.

Student Performance

1. Identify and discuss the four marketing mix components, the selling process, and its application to all forms of sales. *SCANS Information C5, C7

2. Outline the role of marketing segmentation in developing a marketing strategy. SCANS* Information C5, C7

3. Outline the economic forces that affect marketing decisions and consumer buying power. SCANS* Systems C15

4. Identify the elements of the communication process between buyers and sellers in business. SCANS* Information C5, C7

5. Identify the psychological differences between consumer buying patterns and business industrial buying decisions. SCANS*Information C5, C7

6. Define the sociological factors that marketers influencing consumer and organizational decision-making processes. SCANS* System C15

7. Define the global factor that marketers must be aware of that influence consumer and business/industrial buying behavior. SCANS*Systems C15

8. Discuss the processes of interpreting market research data to forecast industry trends. SCANS* Thinking Skills F7, F8, F9, F12

9. Define how marketing decision makers use marketing research data to better meet consumer needs in a dynamic environment. SCANS* Information C5, C6, C7, Interpersonal C11, C12

10. Discuss ethical issues and legal restrictions of American business and how the affect salespeople. SCANS* Systems C15

 

*Meets Secretary's Commission on Achieving Necessary Skills (SCANS*)

Information: Acquires and uses information

Interpersonal: Works with others, serves clients, exercises leadership

Systems: Understands complex interrelationships (evaluates, monitors, improves, social, organizational and technological systems).

Thinking Skills: thinks creatively, makes decisions, solves problems, visualizes, and knows how to learn and reason.

 

 

Students Rights and Responsibilities

Student Rights and Responsibilities

Log in using the AC Connect Portal

In order to receive your AC Connect Email, you must log in through AC Connect at https://acconnect.actx.edu .

If you are an active staff or faculty member according to Human Resources, use "Exchange". All other students, use "AC Connect (Google) Email".

Expected Student Behavior

BEST PRACTICES:

• If this is your first online class, get into Blackboard and "get lost"
• Log into Blackboard on Mondays to see what is due for the week (check the college email several times a week to stay informed)
• Plan ahead if you have limited internet access
• Communicate, communicate, communicate with your instructor
• USE SPELL CHECK  (What do you think about the person or an articles with incorrect spelling?)
• Know your resources, (student help, library hours, tutoring locations, etc.) if you don't know and need help....ask!!

DISCUSSION BOARDS:

• Use complete sentences in discussion boards.  DO NOT use abbreviated language used in text messaging. 
• Use spell check. 
• Address classmates in a non-threatening tone of voice; refrain from insults, slurs, insensitive comments and slang. 
• Please be respectful or classmates on the discussion boards.

EXAMINATIONS:

Exams are to be taken INDIVIDUALLY.  If a student is caught participating in group testing, he/she will automatically receive a "0" and will be subject to further disciplinary actions as outlines in the AC Students Rights & Responsibilities. Quizzes will post on Monday each week and close the following Sunday at 11:59pm. 

Plagiarism, Cheating and Individual Work Ethic

Amarillo College policies and Code of Student Conduct is strictly adhered to when dealing with plagiarism, cheating, and duplication of work product. Any evidence of plagiarism, cheating, or duplication of work product will result in a zero on the work in question.

A complete statement regarding scholastic dishonesty can be found in the Student Code of Conduct in the Student Rights and Responsibilities Handbook at http://catalog.actx.edu/content.php?catoid=12&navoid=426

Grading Criteria

Attendance

ATTENDANCE POLICY:

"90% of success is just showing up."  ~ Woody Allen

In order to be successful in this class, students are expected to log in and participate at least 3-4 times per week.  Students are expected to participate in the weekly discussion boards.  Instructors can see when the last date of log in occurs. 

(Due to the freedom that online courses offer you, it may be tempting to wait until the last minute to work on your course. GET INTO THE HABIT OF GETTING ONLINE EVERY MONDAY to see the discussion boards, assignments and tests so you can plan accordingly and meet deadlines. It is our experience that almost NONE of the learners who take this approach are able to finish the course. It is our suggestion, that you either work ahead or create a plan that allows you to be in the course working at least three times a week. Learners who have biweekly attendance (or more) complete the course in a timely manner and get the best scores on their discussion boards, assignments, exams and overall grades. Obviously the choice is up to you.)

 

ATTENDANCE POLICY:

In order to be successful in this class, students are expected to log in and participate at least three times a week.  Students are expected to participate in the weekly discussion boards. 

WITHDRAWAL POLICY:
It is the responsibility of the student to initiate drop or withdrawal procedures through the registrar’s office.  Students who stop attending class but do not officially drop or withdraw from this course will receive a letter grade at the end of the semester.  Please contact the instructor BEFORE you withdraw.  Options may be available. 

EXAMINATIONS:

Exams will be open for 7 days..  Students are expected to take the exam by the due date.  NO make-up exams are allowed except for extenuating circumstances. 

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