- Docente: Marco Visentin
- Credits: 5
- SSD: SECS-P/08
- Language: Italian
- Teaching Mode: Traditional lectures
- Campus: Rimini
- Corso: First cycle degree programme (L) in FINANCE, INSURANCE AND BUSINESS (cod. 8053)
Learning outcomes
The goal of this class is to allow students knowledge and
capabilities in the customer relationship management both in
business to business and business to consumers contexts. The
candidate will be able to 1) theoretically represent the cognitive,
relational and behavioral dynamics within relationships in order to
design a consistent system of relationship management; and to 2)
analyze organizational databases in order to project and realize
statistical tools to support decisions.
Course contents
- managing customer relationships;
- satisfaction, trust and loyalty;
- different conceptualizations of customers' value within the
relationships;
- the relationship lifecycle: different conceptualization and
models.
Readings/Bibliography
Visentin, M. (2012), "Customer Relationship Management", Bononia University Press
Teaching methods
Traditional lectures. Individual assignements.
Assessment methods
Final examination. The final grade may depend on the quality of the
assignements.
Teaching tools
The course is based on the textbook: Visentin, M. (2012), "Customer Relationship Management", Bononia University Press. During the cours some relevant articles may be assigned.
Office hours
See the website of Marco Visentin