This MSc in Luxury Goods and Services course approaches its subject matter from a relational viewpoint. That is, it emphasizes learning more about customers needs and behaviors in order to develop stronger relationships with them, through technology and by integrating information about consumers, sales, marketing, responsiveness, and luxury market trends. Topics include CRM and the sales force, and the use of CRM software to manage a sales force; lead and contact management tracking; forecasting sales leads and the importance of conversion rates; customer interaction and the Web; and call centers and help desk management.
You will learn how to use CRM technology to gain insight into customers and understand the critical value customers possess. On completing the course, you will understand the importance of using CRM software to create, track, and manage partnerships, contracts, and agreements; and in distribution management.