Strategic Operations & Customer Management

This capstone unit synthesizes finance, operations, marketing, risk management, and ethics to prepare students to run and scale a small business. Over ~30 hours, learners apply practical tools—CRM, market research, quality control, invoicing and payment strategies, distribution, and leadership practices—to optimize customer value and operational continuity.

Learning Objectives

• Analyze financial and credit scenarios to determine appropriate use of debt, investment help, accurate invoicing, prompt-payment discounts, and expense controls
• Apply integrated marketing and customer-retention strategies using CRM, the Five Ps, mobile/local tactics, promotions, and customer-advocacy approaches to drive engagement and loyalty
• Demonstrate operational and risk-management practices by designing quality-control checkpoints, maintenance schedules, cybersecurity safeguards, and delegation/hiring protocols that support innovation and continuity
• Evaluate ethical, communication, and leadership decisions to balance stakeholder interests, improve employee engagement, and measure strategic planning effectiveness