Customer Experience Management
Informacje ogólne
Kod przedmiotu: | E-PJOE-CEM |
Kod Erasmus / ISCED: |
(brak danych)
/
(0419) Biznes i administracja
|
Nazwa przedmiotu: | Customer Experience Management |
Jednostka: | Wydział Ekonomiczny |
Grupy: | |
Punkty ECTS i inne: |
6.00
|
Język prowadzenia: | angielski |
Wymagania wstępne: | Basic business interest |
Godzinowe ekwiwalenty punktów ECTS: | Contact hours, work with an academic teacher: 30 Total number of hours with an academic teacher: 30 Number of ECTS points with an academic teacher: 6 Non-contact hours, students' own work: 0 Total number of non-contact hours: 0 Number of ECTS points for non-contact hours: 0 Total number of ECTS points for the module: 6 |
Sposób weryfikacji efektów kształcenia: | Project: Student should prepare project of the business including elements of customer engagements, value co-creation and pro-active customer service towards the best customer experience creation in business practices. |
Pełny opis: |
1. Customer experience, the basis. 2. Business models for new age businesses. 3. Corporate social responsibility and sustainability. 4. Business transformation challenge, toward omnichannel. 5. Platform business model - new monopoly, network effect 6. Exponential companies – customer engagement and external resources 7. Customer experience in the internet businesses, user experience 8. Customer segmentation, customer experience personalized 9. Customer experience measurement, customer live time value 10. Winning strategies and customer loyalty 11. Business project for the best customer experience |
Literatura: |
1. Wilson H., Street R., Bruce L., The Multichannel Challenge, Elsevier, 2008 2. Kumar V., Managing customers for profit: strategies to increase profits and build loyalty, Pearson Prentice Hall, 2010 3. Klaus, P., Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies, Palgrave Macmillan, 2015 4. Ramaswamy V., Gouillart F., The Power of Co-Creation, Free Press, 2010. 5. Ismail, S., Exponential Organizations: Why new organizations are ten times better, faster, and cheaper than yours and what to do about it. Diversion Books, 2014. 6. Moazed, A, Nicholas L. J., Modern monopolies: what it takes to dominate the 21st century economy. St. Martin's Press, 2016. 7. Callebaut, J, Hendrik H, Madeleine J., The Naked Consumer Today: Or an overview of why consumers really buy things, and what this means for marketing. Garant, 2002. |
Efekty uczenia się: |
Knowledge: Students will be prepared to apply for position of Customer Experience Manager or Digital Customer Experience Manager in professional business (salary > 35 TEUR/y https://www.glassdoor.com/Salaries/customer-experience-manager-salary-SRCH_KO0,27.htm ). Students will know business models, elements of strategy planning, customer relation management, customer service management in different circumstances for the best experience. Students SKILLS: Students will practice understanding of business models through its analysis, building and adopting winning strategy to different circumstances. Students will investigate customer journey, and experience on the path in different business approach. Student will practice customer experience measurement and customer segmentation for modern service need personalization. ATTITUDES: Students will take a part of interactive lectures and workshops. Students will practice in teamwork. Students will analyze matured and start-up companies looking for inspiration for their own business Students will finally complete the project of the modern business ready to start. |
Zajęcia w cyklu "Semestr zimowy 2022/2023" (zakończony)
Okres: | 2022-10-01 - 2023-02-01 |
Przejdź do planu
PN WT ŚR CZ PT |
Typ zajęć: |
Wykład, 30 godzin
|
|
Koordynatorzy: | Jakub Czerniak | |
Prowadzący grup: | Mieczysław Pawłowski | |
Lista studentów: | (nie masz dostępu) | |
Zaliczenie: |
Przedmiot -
Zaliczenie na ocenę
Wykład - Zaliczenie na ocenę |
Zajęcia w cyklu "Semestr zimowy 2023/2024" (zakończony)
Okres: | 2023-10-01 - 2024-02-04 |
Przejdź do planu
PN WT ŚR CZ PT |
Typ zajęć: |
Wykład, 30 godzin
|
|
Koordynatorzy: | Jakub Czerniak | |
Prowadzący grup: | Mieczysław Pawłowski | |
Lista studentów: | (nie masz dostępu) | |
Zaliczenie: |
Przedmiot -
Zaliczenie na ocenę
Wykład - Zaliczenie na ocenę |
Właścicielem praw autorskich jest Uniwersytet Marii Curie-Skłodowskiej w Lublinie.