1. Início
  2. NOVA Information Management School
  3. Pós-Graduação em Gestão de Informações e Segurança
  4. Customer Relationship Management Systems

Customer Relationship Management Systems

Objetivos

N/A

Caracterização geral

Código

400019

Créditos

7.5

Professor responsável

André Martins Mestre

Horas

Semanais - A disponibilizar brevemente

Totais - A disponibilizar brevemente

Idioma de ensino

Português. No caso de existirem alunos de Erasmus, as aulas serão leccionadas em Inglês

Pré-requisitos

Kick-off; Introduction: CRM concepts
Customer Lifecycle, Retention and Development
Sales Force Automation; Introduction to Microsoft Dynamics 365
Marketing; Customer Service
Seminar # 1: TBC
Microsoft Dynamics 365: Introduction; Administration and Configuration - Labs
Microsoft Dynamics 365: Sales App - Labs
Microsoft Dynamics 365: Customer Service App - Labs
Microsoft Dynamics 365: Customizations and Extension - Labs
Microsoft Dynamics 365: Labs
Seminar #2: TBC
Adoption and Implementation Success Factors; Seminar #3
Gamification, Social and Mobile CRM
Analytical CRM

Bibliografia

•Buttle, Francis. Customer Relationship Management – Concepts and Technologies. Butterworth-Heinemann - 3rd Edition, March 2015

•Kostojohn, Scott. CRM Fundamentals. Apress Academics. 2011

•Payne, Adrian. Handbook of CRM: Achieving Excellence in Customer Management. BH. 2012

•Wolenik, Mark. Microsoft Dynamics CRM Unleashed. SAMS. 2016

Método de ensino

Practical exercises and final exam.

Método de avaliação

Inglês.

Conteúdo

Aulas teóricas e práticas (suportadas em tecnologia Microsoft).