This course looks in depth at the critical interface between businesses in the supply chain. There will be a particular emphasis on addressing real life issues and opportunities that arise in designing service delivery and in managing global supplier/customer relationships.

Taught over 6 half days.

None

The course will be assessed by way of a group 3,000-word report.

This Elective looks in depth at the management of business to business interfaces in the supply chain. There will be a particular emphasis on addressing real life issues and opportunities that arise in designing service delivery and in managing global supplier/customer relationships. The course will:

■ review relationship, funnel and pipeline management systems and consider how they can be used to influence strategy

■ address the role of customers relationship management systems

■ explore the link between marketing and sales.

Throughout, it will pull on examples to illustrate the challenges and solutions that can be applied in providing innovative services and managing global customer relationships.

By the end of this course students will be able to:

1. critically evaluate the effective use of customer relationship management systems in managing business to business relationships recognising the risks and opportunities

2. select appropriate implementation of relationship management systems that align customer facing functions with their businesses to influence strategy

3. recognise the different roles of marketing and sales and formulate solutions that address potential gaps/conflicts

4. demonstrate a grasp of the complexities of the customer relationship cycle in the context of global customers and mergers.

Students must submit at least 75% by weight of the components (including examinations) of the course's summative assessment.