Customer Relationship Management

Code:

ESG0023

Acronym:

GRC

Keywords
Classification	Keyword
OFICIAL	Engineering
OFICIAL	Economics
OFICIAL	Computer Science

Instance: 2012/2013 - 1S

Active?	Yes
Web Page:	https://sites.google.com/site/mesgcrm2012/
Responsible unit:	Department of Industrial Engineering and Management
Course/CS Responsible:	Master in Services Engineering and Management

Cycles of Study/Courses

Acronym	No. of Students	Study Plan	Curricular Years	Credits UCN	Credits ECTS	Contact hours	Total Time
MESG	22	Syllabus since 2007/08	2	-	6	56	162

Teaching language

English

Objectives

Teach the key concepts and methodologies for managing the customer relationship as well as key standards, technologies and systems that allow organizations to maintain and deepen relationships with their customers.

Learning outcomes and competences

* Understand the importance of customer focus

* Know the main types of CRM

* Understand the role of technology in CRM

* Knowing practical examples of CRM

* Learn how to plan the implementation of CRM

Working method

Presencial

Program

• Introduction


• Business customer focused


• CRM to consumer


• CRM for companies


• International best practices


• Information Systems CRM


• Business Intelligence Systems


• Conclusion

Mandatory literature

Francis Buttle; Customer Relationship Management

Teaching methods and learning activities

* Lectures

* Case Studies

* Project Group

* Final Case Study

Evaluation Type

Distributed evaluation with final exam

Assessment Components

Description	Type	Time (hours)	Weight (%)	End date
Attendance (estimated)	Participação presencial	42,00	10,00
Group project	Trabalho de campo		50,00
Individual case study	Exame		40,00
	Total:	-	100,00

Amount of time allocated to each course unit

Description	Type	Time (hours)	End date
Attendance	Frequência das aulas	42
	Total:	42,00

Calculation formula of final grade

The final grade is calculated from the following components:

• Group project (50%)
• Final case study (40%)
• Lecture participation (10%)

Students fail the course if the grade in the final case study is negative.