Customer Relationship Management

Code:

ESG0023

Acronym:

GRC

Keywords
Classification	Keyword
OFICIAL	Mathematics
OFICIAL	Economics
OFICIAL	Computer Science

Instance: 2017/2018 - 1S

Active?	Yes
Web Page:	https://sites.google.com/view/mesg-crm-2017
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	20	Syllabus since 2007/08	2	-	6	42	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

Pre-requirements (prior knowledge) and co-requirements (common knowledge)

-

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

Designation	Weight (%)
Exame	40,00
Participação presencial	10,00
Trabalho escrito	50,00
Total:	100,00

Amount of time allocated to each course unit

Designation	Time (hours)
Frequência das aulas	42,00
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.

Examinations or Special Assignments

Not applicable.

Internship work/project

Not apllicable.