Alexandre Figueiredo

Customer
Relationship
Management
Class 1

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Agenda for today
1. Course presentation
1. Team
2. Goals
3. Structure
4. Evaluation
5. Team project
2. Customer Relationship Management
1. Origins
2. Learning Relationships
3. Diagnosing a company on CRM

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Course presentation

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Elizabete Cardoso
Office Hours: Tuesdays, 9.30am-11.30am, Office 2217 (Palacete campus) [e-mail] Filipa Gregório
Office Hours: TBA (consult moodle or email Filipa directly) [e-mail] 4

In this course you will:
• Work with a real client – MyGon
• Learn how to manage customer relationships
• Learn how CRM creates value for customers and shareholders • TIP: join MyGon and competitors to allow for a deep dive in the market (MyGon is available in English). Put yourself in the customers shoes.

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Different kinds of classes:
• Theoretical / background classes
• Practical classes
• Team sessions

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Different kinds of classes:
• Theoretical / background classes: such as the one of today, for laying the foundations of CRM and sharing experience from the corporate side.

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Different kinds of classes:
• Practical classes are optional and conducted by Filipa
Gregório in room 203, at the same time as the regular classes 8

Different kinds of classes:
• Team sessions: 30’ sessions with each individual group
• 15’ group presentation by students + 15’ feedback about the work by Elizabete and Filipa

• Presentation slides must be uploaded on the corresponding moodle assignment prior to the team session

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Evaluation:
• Group Project: 65%
- Final Report grade: 25%
- Peer Evaluation: 15%

- Team Sessions quality: 20%
- Individual evaluation: 5%
• Final Exam: 35% (Min. 8, 5 to pass)

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Groups:
• Groups should be 5/6 people
• Enroll your group (one entry only!) at https://pt.surveymonkey.com/s/crmfall2014 • Choose at least 3 options so we can allocate all groups

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