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ISMAT 21634

CRM and Business Intelligence Management

Tourism Management
  • ApresentaçãoPresentation
    Understand the importance of CRM in the marketing and sales management of any tourism organization as well as understand the importance of data collection, organization, analysis, action and monitoring of the same in the decision process and the evaluation of results.
  • ProgramaProgramme
    CRM Concepts Specifics and methodology of action Applying a CRM system Sales Force Management Marketing Customer service and assistance Planning and Implementing CRM The CRM Tools in the Company Phases of implementing a CRM system Strategic Customer Relationship Management BI Concepts The importance of BI in BI management Efficient information management and process optimization Organization, analysis, action and monitoring
  • ObjectivosObjectives
    After completing the course unit students will be able to: To know the concepts of CRM and its applicability; Recognize the importance of CRM in the company's relationship strategy with its customers; Adapt the CRM to the context of the company and its clients; Understand and understand the alignment between the following BI pillars: data collection, organization and analysis, action and monitoring
  • BibliografiaBibliography
    Everton, A. (2017). 41 Conselhos dos 41 maiores especialistas em CRM e atendimento. Independently Published. Mac¿a¿es, M. (2018). Manual de Gesta¿o Moderna: teoria e pra¿tica. Actual. Marcos, M. (2009). CRM ? Sucessos e Insucessos. Brasil: Brasport Livros e Multimi¿dia Lda.
  • MetodologiaMethodology
    The students will have a theoretical exposition of the themes that encompass the the CRM and BI with practical examples of the national and international market that allows their connection with the practice. They will apply the main concepts of a work that will develop during the semester in a practical way. Theoretical classes are supported by online documentation in Moodle's (theory), press (practice) and videos. Students will do a frequency (50%) and a job that applies the main concepts of CRM and BI (50%).
  • LínguaLanguage
    Português
  • TipoType
    Semestral
  • ECTS
    4
  • NaturezaNature
    Mandatory
  • EstágioInternship
    Não