Course description

Demand Management (DM) and Customer Relationship Management (CRM) complement each other. DM is a business process included in Sales and Operations Planning (S&OP), or Integrated Business Planning (IBP). It involves forecasting, planning and managing the aggregate demand for a company’s products and services. On the other hand, CRM focuses on building and maintaining profitable relationships with individual customers. An effective CRM process can assist an organization to increase market share, profit and customer satisfaction and help combat competitive pressure. This course explores DM and CRM as a key strategic processes within all organizations and a vital aspect of any successful supply chain, whether the relationship is business to consumer (B2C) or business to business (B2B). Students will gain experience in demand forecasting, use CRM technology and apply CRM fundamentals within the context of case studies related to multinational companies.

Course details

Hours: 56
Credits: 4
Prerequisites: None
Corequisites: None

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Credit transfer

Have you taken this course or an equivalent course? Contact the Credit Transfer Office.

Registration dates

Not all courses are offered each term.

Winter 2023 registration opens November 28, 2022. Spring 2023 registration opens February 27, 2023.

Delivery options

In person: classes held in person on a campus/site in a classroom/lab/shop/studio for the course duration

Online - Asynchronous: ​100% online delivery with no assigned day or time requirements, independent course completion

Online - Synchronous: 100% online delivery with scheduled day and time course requirements

Hybrid: any combination of: in person, timetabled, on campus, online, and hyflex delivery