Code: | ESG0023 | Acronym: | GRC |
Keywords | |
---|---|
Classification | Keyword |
OFICIAL | Mathematics |
OFICIAL | Economics |
OFICIAL | Computer Science |
Active? | Yes |
Web Page: | https://sites.google.com/view/mesg-crm-2022/home |
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 | 14 | Syllabus since 2007/08 | 2 | - | 6 | 42 | 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, deepen and develop better 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
Types of CRM - Strategic / Operational / Analytical
CRM for companies
Best Practices/ Use Cases
Information Systems CRM
Business Intelligence and Analytics Systems
Conclusion
Lectures
Case Studies
Invited Lectures
Project Group
Final Case Study
Designation | Weight (%) |
---|---|
Trabalho escrito | 50,00 |
Participação presencial | 10,00 |
Trabalho prático ou de projeto | 40,00 |
Total: | 100,00 |
Designation | Time (hours) |
---|---|
Frequência das aulas | 42,00 |
Elaboração de projeto | 60,00 |
Estudo autónomo | 30,00 |
Trabalho de campo | 10,00 |
Trabalho escrito | 20,00 |
Total: | 162,00 |
The final grade is calculated from the following components:
Group project (50%)
Final case study (40%)
Lecture participation (10%)
Not applicable.
Not apllicable.