Code: | ESG0023 | Acronym: | GRC |
Keywords | |
---|---|
Classification | Keyword |
OFICIAL | Engineering |
OFICIAL | Economics |
OFICIAL | Computer Science |
Active? | Yes |
Web Page: | https://sites.google.com/site/mesgcrm2014/ |
Responsible unit: | Department of Industrial Engineering and Management |
Course/CS Responsible: | Master in Services Engineering and Management |
Acronym | No. of Students | Study Plan | Curricular Years | Credits UCN | Credits ECTS | Contact hours | Total Time |
---|---|---|---|---|---|---|---|
MESG | 19 | Syllabus since 2007/08 | 2 | - | 6 | 56 | 162 |
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.
- 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
-
Introduction
Business customer focused
CRM to consumer
CRM for companies
International best practices
Information Systems CRM
Business Intelligence Systems
Conclusion
Lectures
Case Studies
Project Group
Final Case Study
Designation | Weight (%) |
---|---|
Exame | 40,00 |
Participação presencial | 10,00 |
Trabalho escrito | 50,00 |
Total: | 100,00 |
Designation | Time (hours) |
---|---|
Frequência das aulas | 42,00 |
Total: | 42,00 |
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.
Not applicable.
Not apllicable.