24 H CUSTOMER RELATIONSHIP MANAGEMENT CHALLENGE

Code Cours
2223-IÉSEG-M1S1-MKT-MA-EI80UE
Language of instruction
English
Teaching content
MARKETING
This course occurs in the following program(s)
Training officer(s)
G.LOBLEIN
Stakeholder(s)
Gérard LOBLEIN
Level
Master
Program year
Period

Présentation

Prerequisite
No preliminary skills required. A first business experience would be a plus.
Goal
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.
Presentation
- 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

Organization
Type Amount of time Comment
Présentiel
Cours magistral 4,00
Cours interactif 10,00
Coaching 2,00
Autoformation
Recherche 8,00
Travail personnel
Group Project 10,00
Overall student workload 34,00
Evaluation
- Continuous assessment :
Control the understanding of client/company's expectations
Evaluate the analysis and action plans proposals
Check proposal format
Control type Duration Amount Weighting
Contrôle continu
Présentation orale 1,00 1 25,00
Autres
Etude de cas 0,00 1 75,00
TOTAL 100,00

Ressources