| Code |
14392
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| Year |
3
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| Semester |
S2
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| ECTS Credits |
6
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| Workload |
TP(60H)
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| Scientific area |
Marketing
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Entry requirements |
n.a.
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Mode of delivery |
Face-to-face
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Work placements |
n.a.
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Learning outcomes |
This course aims to provide a broad perspective on the application of the concept of relationship marketing and its potential for organisations.
At the end of this unit the student should be able to:
1. design and implement relationship marketing strategies
2. calculate the Customer Lifetime Value of customers
3. analyse the value of the customer portfolio
4. analyse the different customer relationship management options
5. identify the different phases of implementing a customer relationship management strategy
6. develop an appropriate communication mix for developing and maintaining lasting relationships.
In addition, the student is expected to develop skills such as attendance and punctuality, respect for colleagues and lecturers, critical thinking, responsibility, teamwork and the power of argument.
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Syllabus |
I-From transactional to relational marketing
II - The concept of value and relational marketing
III - A chain of relations in marketing
IV - Loyalty as a basis of relational marketing
V - The information management and relationship marketing
VI - The implementation of a policy for managing customer relationships
VII – Communicating to establish relationships
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Main Bibliography |
Anton, Jon; Petouhoff, Natalie (2002) – Customer Relationship Management: The bottom line to optimizing your return. Prentice Hall. New Jersey.
Hughes, A. (2003). The customer loyalty solution: what works (and what doesn't) in customer loyalty programs. New York: McGraw-Hill.
Ian Gordon (1998) - Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever.
Kumar, V., & Reinartz, W. (2012). Customer Realtionship Management: concept, strategy and tools (Second ed.). London: Springer.
Oliver, R. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill.
Payne, A. (2005). Handbook of CRM: achieving excellence in customer management. Oxford: Routledge.
Peelen, E. (2005). Customer Relationship Management. England: Pearson Education.
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Teaching Methodologies and Assessment Criteria |
Student workers may have assessment adjustments, however they must contact the teacher to agree on the criteria and establish that the minimums for continuous assessment and for access to exams also apply to their status, by 11 March.
Students can opt for continuous assessment or examination in Moodle (polling) until 19 April 2024. In the absence of a choice, continuous assessment will be considered.
Continuous assessment will be based on the following elements:
- 2 written exams, weighted at 32.5% each, with a minimum of 7.5 in each exam for AC approval.
- Group work done outside of class (TGFA) - 15%.
- Group work done in class (TGA) - 20%
To pass the course by Continuous Assessment (CA) it is required that:
1st attendance (32.5%) + 2nd attendance (32.5%) + TGA (20%) + TGFA (15%) >= 9.5 marks (with the minimum mark for each attendance being 7.5 marks).
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Language |
Portuguese. Tutorial support is available in English.
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