OUR ACADEMIC DEPARTEMENTS |
Lesson details
24 H CUSTOMER RELATIONSHIP MANAGEMENT CHALLENGE | |||
2018-2019 | EnIESEG School of Management
(
IÉSEG
)
| ||
Class code : | 1819-IÉSEG-M1S1-MKT-MA-EI80UE | MARKETING |
Level | Year | Period | Language of instruction |
---|---|---|---|
Master | 1 | S1 | EnEnglish |
Academic responsibility | G.LOBLEIN |
---|---|
Lecturer(s) | Gérard LOBLEIN |
- This class exists in these courses :
- IÉSEG > IESEG Degree - Programme Grande École > Semester 1 > 2,00 ECTS
Prerequisites
No preliminary skills required. A first business experience would be a plus.
Learning outcomes
At the end of the course, the student should be able to :
Based on last year challenge :
- Analyze/audit a company CRM situation
- Define objectives evolution and leverages (HR, organization & processes, IT, communication)
- Set up an action plan
- Present the challenge answer in a proper way
It will depend on the topic provided by the AFRC (Association Française de la Relation Clientèle), the company's situation and requirements/questions.
By the end of the week, the students will work and get information on CRM basics including CRM activities, clients expectations, multi channels CRM.
Course description
- Give an abstract of customer expectations
- Analyze the company's demand and requirements
- Prioritize actions and leverages
- Define organization and communication tools
- Coach the students and the different groups in order to compete in a proper manner
Class type
Class structure
Type of course | Numbers of hours | Comments | |
---|---|---|---|
Face to face | |||
Coaching | 2,00 | ||
lecture | 4,00 | ||
Interactive class | 10,00 | ||
Independent work | |||
Research | 8,00 | ||
Independent study | |||
Group Project | 10,00 | ||
Total student workload | 34,00 |
Teaching methods
- Presentation
- Project work
- Research
Assessment
- Continuous assessment :
Control the understanding of client/company's expectations
Evaluate the analysis and action plans proposals
Check proposal format
Type of control | Duration | Number | Percentage break-down |
---|---|---|---|
Others | |||
Case study | 0,00 | 1 | 75,00 |
Continuous assessment | |||
Oral presentation | 1,00 | 1 | 25,00 |
TOTAL | 100,00 |
* This information is non-binding and can be subject to change