Course Title: Customer Relationships and Influencing Stakeholders

Part A: Course Overview

Course Title: Customer Relationships and Influencing Stakeholders

Credit Points: 12.00

Flexible Terms

Course Code	Campus	Career	School	Learning Mode	Teaching Period(s)
MKTG1465	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2020 (All)
MKTG1465	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JulDec2020 (All)
MKTG1465	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2021 (All)
MKTG1465	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2022 (All)
MKTG1465	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JulDec2022 (All)
MKTG1465	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2023 (All)
MKTG1465	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JulDec2023 (All)
MKTG1465	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2024 (All)

Course Coordinator: Argho Bandyopadhyay

Course Coordinator Phone: +61 (3) 99256137

Course Coordinator Email: argho.bandyopadhyay@rmit.edu.au

Course Coordinator Location: Building 13, Level 2

Course Coordinator Availability: By Appointment

Pre-requisite Courses and Assumed Knowledge and Capabilities

None 

Course Description

This course examines the effective and successful management of customer and stakeholder relationships. You’ll reflect on the role of the customer success professional from the lens of self, team and organisation, and how these each contribute to building sustainable, loyal customer relationships. Key theories and frameworks underpinning this course include communication, team dynamics, conflict, negotiation, feedback, organisational structures and customer relationship management will be studied. You will learn effective communication strategies to consult with clients and foster relationships built on empathy, engagement and the provision of value. You’ll develop techniques to identify, deploy and drive change and continuous improvement initiatives in organisational contexts and customer value teams to deliver sustainable value to customers and stakeholders.  

Objectives/Learning Outcomes/Capability Development

-

On successful completion of this course you will be able to:

CLO1 Evaluate the effectiveness of various customer relationship building strategies to identify approaches that drive increased customer retention and revenue.

CLO2 Analyse the effectiveness of the role of self, team and organisation in building sustainable customer relationships.

CLO3 Exercise various communication and negotiation methods and approaches to build engaged customer relationships.

CLO4 Design and implement continuous improvement and feedback mechanisms to drive ongoing customer value in organisations.

Overview of Learning Activities

This course uses highly structured learning activities to guide your learning process and prepare you for your assessments. The activities are a combination of individual, peer-supported and facilitator-guided activities, and where possible project-led, with opportunities for feedback throughout. 

Authentic and industry-relevant learning is critical to this course and you will be encouraged to critically compare and contrast what is happening in your context and in industry, and to use your insights. 

Social learning is another important component and you are expected to participate in class and group activities, share drafts of work and resources and give and receive peer feedback. You will be expected to work efficiently and effectively with others to achieve outcomes greater than those that you might have achieved alone. 

The learning activities enable you to understand course learning resources and apply that learning to improve your own practice, for example by producing real-world artefacts and engaging in scenarios and case studies. 

This course will be delivered online via RMIT Online (in-house).

Overview of Learning Resources

Each learning activity contains the core resources, such as videos, podcasts, readings, templates, articles, industry tools and/or communities that you need to complete that activity, or links to those resources. 

Additional learning resources designed into the course, will be clearly marked as supplemental. If your course teaching team finds additional resources during course delivery which they think can support or be of interest to the class cohort, these will be made available as required during the teaching period. 

In your class environment, besides your learning activities you will also find 

• All assessment briefs 
• A course information page with a study schedule, 
• Various communication tools to facilitate collaboration with your peers and facilitators, and to share information 

Resources are also available online through RMIT Library databases and other facilities. Visit the RMIT library website for further details. Assistance is available online via our chat and email services, face to face at our campus libraries or via the telephone on (03) 9925 2020.

Overview of Assessment

The assessment tasks, their weighting and the course learning outcomes to which they are aligned are as follows:

Assessment Task 1: 30% 
Linked CLOs: 1, 2

Assessment Task 2: 30% 
Linked CLOs: 1, 2, 3

Assessment Task 3: 40% 
Linked CLOs: 2, 3, 4