Course Description

Great retail is about creating a consistent experience across all channels and touchpoints with customers. This includes having a holistic strategy, known as the Omni-channel approach, to manage service and distribution channels that includes brick and mortar stores, online, mobile, catalogs, and more. For this reason, it is critical that all retail students understand how these channels function together, as well as the beneficial outcomes (e.g., customer satisfaction) of operating an integrative omni-channel business. The course helps students to develop skills to analyze a firm's omni-channel strategy and recommend solutions to help meet customers' needs. Further, students will learn different techniques and strategies on how to optimize the channel operations of a business.


The prerequisite may be waived if the student has specific professional experience. Individuals who do not have the prerequisite and who wish to take this course must contact the Academic Coordinator, Sean Sedlezky, at ssedlezk@torontomu.ca for more information.


This course is fully online and asynchronous, meaning you typically will not have to be online at specific times. You will engage in course-related activities through online tools such as announcements, discussions, and email. Your course learning will be based on weekly module content and activities that you can go through independently. Note: there are still deadlines for assignment submissions, and you may be expected to participate in discussion board interactions with your peers on a regular basis.
Your instructor may also include occasional scheduled sessions for Q&As and other discussion activities, using web conferencing tools such as Zoom and Google Meet. More details will be included in your course outline available on the first day of class.




Prerequisite: CITM 350 or CRMG 200 or CITM 550

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