Customer Relationship Management

Code:

ESG0023

Acronym:

GRC

Keywords
Classification	Keyword
OFICIAL	Mathematics
OFICIAL	Economics
OFICIAL	Computer Science

Instance: 2020/2021 - 1S

Active?	No
Web Page:	https://sites.google.com/view/mesg-crm-2019/home
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	0	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, deepen and develop better 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

Types of CRM

CRM for companies

International Use Cases

Information Systems CRM

Business Intelligence and Analytics Systems

Conclusion

Mandatory literature

Francis Buttle; Customer Relationship Management

Teaching methods and learning activities

Lectures
Case Studies
Invited Lectures
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

Eligibility for exams

Group project
Final case study
Lecture participation

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

Calculation formula of final grade

The final grade is calculated from the following components:

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

Examinations or Special Assignments

Not applicable.

Internship work/project

Not apllicable.

Special assessment (TE, DA, ...)

Working students must complete the individual and group assigments and must participate in the assessment classes. In these cases, the final grade is calculated from the following components:

Group project (50%)
Final case study (50%)

Classification improvement

The classification may be improved in the following academic year.