Management and Information Technology


MGTE 42162

Customer Service and Sales Management

Status : Core Pre-requisite : MGTE 21032 Co-requisite : None


On completion of this course, the student should be able to:

  • Demonstrate understanding of customer requirement analysis in service design.
  • Apply principles of techniques of customer relationship management.
  • Plan and control activities of service delivery.
  • Evaluate performance of service delivery.
  • Demonstrate a knowledge of key aspects of sales force management.

Customer Requirements Management: Requirements management methodology, Requirement lifecycle, Requirement types.
Customer Relationship Management: Customer need , Customer service requirement, Customer relationship, Customer interface management , Service access points , Service encounter , Customer interview, Complaints handling.
Service Delivery Management; Service Level Management, Service Asset Management, Service Security Management, Service Capacity Management, Service Continuity Management, Service Availability Management, measurement of service performance.
Creating and managing sales force, managing sales process and sales territory, sales force automation, Managing customer portfolio, managing customer retention and development, Customer service strategies and technologies.

Lectures, interactive classroom sessions and case analysis.
End-of- Semester examination and case study presentations.

  1. Jill, D (2001),The CRM Handbook, Addison Wesley.
  2. Prahalad, CK, Patrica, B R, Jon, R K, Chris, L and Hill S (2002),Harvard Business Review on Customer Relationship Management, Harvard Business School Publishing.
  3. Francis, B (2009),Customer Relationship Management – Concepts and Technologies, Butterworth- Heinemann, Elsever.
  4. Peelen, E (2005),Customer Relationship Management, Person Education.
  5. Matthew, S (2006),Fundamentals of Sales Management: for the Newly Appointed Sales Manager, Amacon Publishers.