This course examines customer relationship management (CRM) as a key strategic process within all organizations and serves as a foundation course in the Service Management Program. It will explain what the CRM, the benefits it provides is, how it works, and how to implement. It will show how CRM practices, and technologies are used to increase the efficiency of marketing, sales, service objectives throughout the customer life cycle stages of customer acquisition, development and termination. Students learn how to find the most valuable customers and how to increase the efficiency in customer acquisition, and churn management.