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24 H CUSTOMER RELATIONSHIP MANAGEMENT CHALLENGE

2016-2017

IESEG School of Management ( IÉSEG )

Code Cours :

1617-IÉSEG-M1S1-MKT-MA-EI80UE

MARKETING


Niveau Année de formation Période Langue d'enseignement 
Master1S1English
Professeur(s) responsable(s)G.LOBLEIN
Intervenant(s)Gérard LOBLEIN


Pré requis

No preliminary skills required. A first business experience would be a plus.

Objectifs du cours

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.

Contenu du cours

- 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


Modalités d'enseignement

Organisation du cours

TypeNombre d'heuresRemarques
Face to face
lecture4,00  
Interactive class10,00  
Coaching2,00  
Independent work
Research8,00  
Independent study
Group Project10,00  
Charge de travail globale de l'étudiant34,00  

Méthodes pédagogiques

  • Presentation
  • Research
  • Project work


Évaluation

- Continuous assessment :
Control the understanding of client/company's expectations
Evaluate the analysis and action plans proposals
Check proposal format

Type de ContrôleDuréeNombrePondération
Continuous assessment
Oral presentation1,00125,00
Others
Case study0,00175,00
TOTAL     100,00




 
* Informations non contractuelles et pouvant être soumises à modification
 
 
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