Customer Relationship Management - International experience
- UE code ELMSM419
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Schedule
35Quarter 2
- ECTS Credits 6
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Language
Français
The course develops on the one hand skills such as knowledge mastery, reasoning, scientific rigor and personal development. On the other hand, given the international nature of the course (see objective section), the course also works on the other skills of the skills framework, namely acting as a socially responsible actor, communicating, acting in an international and multicultural context and, finally, working in a team and exercising team leadership.
The Customer Relationship Management - International experience course is part of a new Erasmus international short mobility offer proposed by the European Union, namely the Blended Intensive Programme (BIP). It consists in offering a course of at least 30 hours in several partner institutions, course taught by academics from these institutions.
The BIP "Customer Relationship Management - International experience" is offered by the following institutions: htw saar University of Applied Science (Germany), University of Namur (Belgium), LIUC Business School (Italy), HAMK University (Finland).
Concretely, the participating students follow part of the course remotely (via Teams) and part of the course in person (one week) in one of the partner institutions. In 23-24, the following professors were involved: Prof. Tatjana König (htw saar University of Applied Science, Germany), Amélie Lachapelle (University of Namur, Belgium), Chiara Mauri (LIUC Business School, Italy), Faisal Shahzad (HAMK University, Finland) and Pietro Zidda (University of Namur, Belgium).
The face-to-face week took place at the LIUC Business School in Italy.
To participate to the BIP, candidates from each institution must fill in a form and write a motivation letter. More information are provided to the students during the course presentations at the begining of the academic year.
The Customer Relationship Management - International experience course aims to provide students with keys to understanding the principles, techniques and practices of customer relationship management (CRM) and customer experience management (CEM), namely appreciating the complexity of customer valuation, collecting and managing relational data, identifying and targeting the most profitable customers, their satisfaction and loyalty. It also aims to share the enthusiasm for the organizational, technological and strategic challenges faced by companies implementing CRM and customer experience management solutions.
The topics and themes covered in the course are:
Operational and organizational aspects are also covered: process integration, multichannel strategies, CRM software and campaign management.
Example of the table of contents
The assessment of students is undertaken on the basis of a project to be carried out in a team (throughout the term) and an oral presentation (at the end of the week in person). The teams are formed in a multicultural way by associating students from all institutions within each team.
Course slides are available before each class on the WebCampus platform (according to the partner institution organizing the BIP). Slides constitute the course book notes.
The recommended reference books are :
Training | Study programme | Block | Credits | Mandatory |
---|---|---|---|---|
Master in Management, Professional focus in Business Analysis & Integration | Standard | 0 | 6 | |
Master in Business Engineering, Professional focus in Data Science | Standard | 0 | 6 | |
Master in Business Engineering, Professional focus in Analytics & Digital Business | Standard | 0 | 6 | |
Master in Business Engineering, Professional focus in Data Science | Standard | 1 | 6 | |
Master in Business Engineering, Professional focus in Analytics & Digital Business | Standard | 1 | 6 | |
Master in Management, Professional focus in Business Analysis & Integration | Standard | 1 | 6 |