| Date | Topics and Cases | Reading and Assignments |
| M Jan 24 | Introduction to CRM Video: Service with Soul Shared experiences |
Get books |
| W Jan 26 | Video: Relationship Marketing Customer Experience Marketing |
Chapter 2 - Schmitt |
| M Jan 31 |
Analyzing the Consumer Video: Goodbye Guesswork |
Chapter 3 - Schmitt |
| W Feb 2 |
Encounter with American Airlines |
American Airlines minicase* - Blackboard |
| M Feb 7 |
Designing the Brand Experience Videos: Disney World, Stew Leonard |
Chapter 5 - Schmitt |
| W Feb 9 |
Video - How To Build a Brand |
|
| M Feb 14 | Bartenders simulation |
Bartenders case* - Blackboard |
| W Feb 16 |
The Customer Interface |
Chapter 6 - Schmitt Eye of the Storm - Blackboard |
| M Feb 21 |
PRESIDENT'S DAY - NO CLASSES | ENJOY! |
| W Feb 23 |
Case: Shouldice - blueprinting |
Blueprinting reading - Blackboard Shouldice case* - Blackboard |
| M Feb 28 | EXAM #1 - Schmitt, cases, videos |
STUDY!! |
| W Mar 2 |
Information Technology and CRM | Chapter 3 - Buttle |
| M Mar 7 |
Case: Canyon Ranch |
Canyon Ranch case* - Blackboard |
| W Mar 9 |
Customer Portfolio Analysis |
Chapter 4 - Buttle |
| M Mar 14 | Organize Your Business around the Customer Video: Creating Customer Databases |
|
| W Mar 16 | Customer Intimacy/ datebases |
Chapter 5 - Buttle |
| Mar 21-27 |
NO CLASSES - SPRING BREAK!! | Get a tan! Relax! |
| M Mar 28 | Case: Granny's Goodies |
Granny's Goodies case* - Blackboard |
| W Mar 30 |
Creating Value for Customers Video: What's Your Gripe, Ritz Carlton |
Chapter 7 - Buttle |
| M Apr 4 |
Creating Value for Customers - Lifetime Value |
|
| W Apr 6 |
Cumberland Bank |
Cumberland Bank case* - Blackboard |
| M Apr 11 |
Customer Acquisition Merchants of Cool |
Chapter 8 - Buttle |
| W Apr 13 |
Case: Chartered Bank of Canada |
Chartered Bank of Canada Case* - Blackboard |
| M Apr 18 | Customer Retention Dale Carnegie minicase |
Chapter 9 - Buttle |
| W Apr 20 |
Demand and Capacity Issues Encounter with Marriott |
Case. Encounter with Marriott (10) |
| M Apr 25 | Siebel Systems debate |
Case: Siebel Systems* |
| W Apr 27 | SPEAKER |
|
| M May 2 |
Review for exam |
|
| M May 9
(tentative) |
EXAM #2: |
Study!! |
Return to Marketing 344 home page