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Academic Handbook BSc (Hons) Applied Digital and Technology Solutions (online)

NCHNAL6119 Customer Lifecycle Management Course Descriptor

Course Title Customer Lifecycle Management Faculty EDGE Innovation Unit (London)
Course code NCHNAL6119 Teaching Period This course will typically be delivered over a 6-week period.
Credit points 15 Date approved March 2021
FHEQ level 6
Compulsory for IT Consultant Specialism
Pre-requisites None
Co-requisites None

Course Summary

In this course students will explore customer relationship management (CRM) and the importance of customer value to an organisation. Each stage of the customer management lifecycle will be examined, with real-world examples to demonstrate how theoretical principles may be deployed.  Ethical and regulatory issues will be discussed regarding customer data management and individual rights. The course will conclude with an evaluation of CRM software solutions and how they can be effectively used by the IT consultant.

Course Aims

  • Train students in customer relationship management.
  • Train students in understanding and managing the customer lifecycle.
  • For students to better understand customer relationships and thus be more successful at achieving individual, team and organisation goals.

Learning Outcomes

On successful completion of the course, learners will be able to:

Knowledge and Understanding

K1c Critically understand the underlying principles and concepts of customer relationship management (CRM), the limits, benefits and added value to the customer and organisation.
K2c Systematically understand and have detailed knowledge of each stage of the customer management lifecycle and how to implement this knowledge in real-world scenarios with an appreciation of the limits and uncertainty associated with the method.
K3c Conceptually understand the ethical and regulatory framework that an IT consultant must work in when managing customers and customer data and be able to apply this knowledge in project design.

Subject Specific Skills

S1c Apply the customer management lifecycle to real-world example.
S2c Identify organisational requirements and tailor a customer management solution accordingly.

Transferable and Professional Skills

T1ci Demonstrate enhanced analytical skills by linking theoretical perspectives to organisational situations.
T1cii Display an advanced level of technical proficiency in written English and competence in applying scholarly terminology, so as to be able to apply skills in critical evaluation, analysis and judgement effectively in a diverse range of contexts.
T2c Work independently and professionally.
T3c Demonstrate a high-level of communication skills.

Teaching and Learning

This is an e-learning course, taught throughout the year.

This course can be offered as a standalone short course.

Teaching and learning strategies for this course will include: 

  • On-line learning
  • On-line discussion groups
  • On-line assessment

Course information and supplementary materials will be available on the University’s Virtual Learning Environment (VLE).

Students are required to attend and participate in all the formal and timetabled sessions for this course. Students are also expected to manage their self-directed learning and independent study in support of the course.

The course learning and teaching hours will be structured as follows:

  • Learning and teaching (6 days x 8 hours) = 48 hours 
  • Independent study = 102 hours 

Indicative total learning hours for this course: 150 hours 

Assignments (see below) will be completed as part of private study.



Students will be formatively assessed during the course by means of set assignments. These will not count towards the final degree but will provide learners with developmental feedback. 


AE   Assessment Type Weighting Online submission Duration Length
1 Written assignment 50% Yes 2,000 words +/- 10%,  excluding data tables
2 Report  50% Yes 2,000 words +/- 10%,  excluding data tables


All summative assessments will be assessed in accordance with the assessment aims set out in the programme specification.


Students will receive formal feedback in a variety of ways: written (via email or VLE correspondence) and indirectly through online discussion groups. Students will also attend a formal meeting with their Mentor. These reviews will monitor and evaluate the learner’s progress.

Feedback is provided on summative assessment and is made available to the student either via email, the VLE or another appropriate method.

Indicative Reading

Note: Comprehensive and current reading lists for courses are produced annually in the Course Syllabus or other documentation provided to learners; the indicative reading list provided below is used as part of the approval/modification process only.


  • Linoff, G.S., (2011), Data mining techniques for marketing, sales, and customer relationship management, Hoboken: Wiley
  • Kostojohn, S., (2011), CRM fundamentals, Berkeley, CA: Apress
  • Buttle, F., and Maklan, S., (2019), Customer Relationship Management: Concepts and Technologies, Routledge


Students are encouraged to consult relevant journals on customer lifecycle management. 

Electronic Resources

Students are encouraged to consult relevant electronic resources on customer lifecycle management.

Indicative Topics

  • Customer relationship management (CRM)
  • Customer management lifecycle
  • Ethics and data protection
Title: NCHNAL6119 Customer Lifecycle Management

Approved by: Academic Board

Location: Academic Handbook/Programme specifications and Handbooks/ Undergraduate Online Programmes/Applied BSc (Hons) Digital & Technology Solutions/Course Descriptors

Version number Date approved Date published  Owner Proposed next review date Modification (As per AQF4) & category number
3.0 December 2022 January 2023 Dr Yu-Chun Pan June 2026 Category 3: Change to Teaching and Learning Strategy; Change to English Proficiency Learning Outcome

Category 1: Corrections/clarifications to documents which do not change approved content or learning outcomes

2.1 August 2022 August 2022 Scott Wildman June 2026 Category 1: Corrections/clarifications to documents which do not change approved content or learning outcomes
2.0 January 2022 April 2022 Scott Wildman June 2026 Category 3: Changes to Learning Outcomes
1.0 March 2021 Scott Wildman March 2026
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