CRM fundamentals

Category: Discipline
  • - Carvalho, D., Demo, G., Medeiros, J., Scussel F. (2021). Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept. Cadernos EBAPE.BR, 19(1), pp. 32-44, 2021. DOI: 10.1590/1679-395120200057x. - Kumar, V., & Reinartz, W. (2018). Customer Relationship Management. Concept, Strategy, and Tools. Springer, pp. 3-38. ISBN: 978-3-662-55381-7. - Lee, J., Kim, S. (2019). Citizen Participation, Process, and Transparency in Local Government: An Exploratory Study. Article in Policy Studies Journal · November 2019. DOI: 10.1111/psj.12236. - Siu, N. Y. M. (2016). Customer Relationship Management and Recent Developments. Administrative Sciences. Adm. Sci. 2016, 6(3), 7. Https://doi.org/10.3390/admsci6030007. - Silva, F.O., Alves, J. (2001) ERP e CRM, da empresa à e-empresa. CentroAtlantico, ISBN: 9789728426316  
  • IT for eCommerce
  • 6616
  • 24411
  • CRM fundamentals
  • ISLA Gaia6616-24411
  • 2
  • 4
  • 0
  • 27
  • Não
  • Português
  • In this UC, group work will be encouraged and teaching will be deeply interactive, involving participants in theanimation of the sessions. We will seek to involve students in their learning process, formatting it in the image of theirindividual interests, without losing sight of the conceptual bases that are imposed. An eminently practical componentwill be given to the subjects to be taught, with the use of CRM software and the use of practical cases. A teaching methodology is used that will focus on the realization and presentation of a practical work, in the foreseenexam periods, in the field of CRM. The evaluation elements must include a report of the work developed and apresentation of the work. The developed solution has a weight of 60%, the report has a weight of 30% and the presentation 10%. All students who have not successfully completed the assessment can take a final practical exam (100%) at theassessment period defined by the institution.
  • Mandatory
  • - Perceive and identify the concept and different approaches to CRM; - Understand and explain the different levels of analysis in CRM; - Understand the importance for companies and customers in establishing and maintaining networks of relationships; - Identify in different organizational functions the use of CRM tools; - Identify advantages in managing the customer base as a portfolio; - Develop customer portfolio management methods; - Analyze how organizations create value for customers; - Develop strategies to get new customers; - Understand the importance of retaining current customers; - Understand how relationship networks can contribute to achieving CRM objectives; - Identify the benefits of "Marketing Automation"; - Identify the benefits of "Sales-Force Automation".
  • 1. Introduction to CRM - Fundamental Concepts. 2. The CRM value chain and its impact on the organization. 3. How to Manage Clients - Portfolio Analysis. 4. CRM methodology and the Customer Value concept. 5. To The Conquest of Loyalty: The management of the customer lifecycle. 6. How to prepare and implement a CRM strategy. 7. The choice of technological tools. 8. Case Study Analysis

  • Descrição dos instrumentos de avaliação (individuais e de grupo) ¿ testes, trabalhos práticos, relatórios, projetos... respetivas datas de entrega/apresentação... e ponderação na nota final.

    Exemplo:

    Descrição

    Data limite

    Ponderação

    Teste de avaliação

    dd-mm-yyyy

    30%

    Portfolio

    dd-mm-yyyy

    40%

    (...)

     

     

     

    Adicionalmente poderão ser incluídas informações gerais, como por exemplo, referência ao tipo de acompanhamento a prestar ao estudante na realização dos trabalhos; referências bibliográficas e websites úteis; indicações para a redação de trabalho escrito...

     
  • Semestral
  • The curricular unit Fundamentals of CRM introduces the core principles of Customer Relationship Management and its contribution to creating organizational value. CRM is addressed as a strategy that integrates marketing, sales, and customer service, enabling an understanding of how companies develop and maintain long-term relationships. Key concepts such as customer value, portfolio analysis, customer lifecycle, acquisition, retention, and loyalty are explored, as well as the role of technological tools including CRM platforms, Marketing Automation, and Sales Force Automation. Through practical case studies, students develop skills to support data-driven decision-making and implement customer-oriented strategies. The unit is relevant within the study cycle as it strengthens essential competencies in Digital Marketing, Sales Management, and Customer Experience.

Option I

Category: Discipline
  • Business Management
  • 1206
  • 1400
  • Option I
  • ISLA Gaia1206-1400
  • 3
  • 6
  • 1388
  • 27
  • Não
  • Português
  • Semestral

Project Management and Coordination

Category: Discipline
  • Engemann, K. J., & O'Connor, R. V. (Eds.). (2021). Project Risk Management: Managing Software Development Risk. Walter de Gruyter GmbH & Co KG. Gechman, M. (2019). Project Management of Large Software-Intensive Systems: Controlling the Software Development Process. CRC Press. Miguel, A. (2019). Gestão Moderna de Projetos - Melhores Técnicas e Práticas, Editora: FCA. Pinto, J. P., & Tscharf, C. (2019). SCRUM - A Gestão Ágil de Projetos. FCA. Project Management Institute (2021). A Guide to the Project Management Body of Knowledge (PMBOK® Guide).
  • Safety at Work Engineering
  • 1181
  • 12985
  • Project Management and Coordination
  • ISLA Gaia1181-12985
  • 2
  • 6
  • 0
  • 27
  • Não
  • Português
  • Synchronous distance: 1.Expository method: the defined programmatic contents are explored. Additionally, the demonstrative method is used to present concrete examples of application of the content. Works are proposed to apply the knowledge acquired in theoretical classes, as well as the presentation of work/studies by students. In-person: 2.Exploration of software solutions to manage projects. 3. Laboratory practice: based on the Problem Solving-Based Learning methodology aiming to find solutions to problems identified by students or proposed by the teacher. Autonomous 4.Guided research proposed by the teacher, aiming to consolidate the themes under study and providing input for the practical work carried out by students. The teacher gives feedback on the development of the problem addressed in laboratory practice (OT), in person in the classroom context or through the teaching/learning support platform Moodle.
  • Mandatory
  • O1. Present the fundamental concepts of project management. O2. Present the phases of a project and develop the specific aspects related to each of them. O3. Discuss agile methodologies in project management. Competences: C1. Apply project management concepts in the business context. C2. Apply the knowledge acquired in a simulation context, incorporating not only the knowledge acquired in this unit, but also the knowledge acquired in other curricular units. C3. Develop and manage a project incorporating the theoretical and practical knowledge acquired into this management.
  • 1. Introduction to projects and project management: Concepts. Technical Certifications. Project Management in Organizations. 2. PMI Standard for Project Management. PMBOK: Project Life Cycle Processes. Areas of Knowledge for Project Management. Project Manager Skills. 3. The Project Life Cycle: Initiation/Opening. Organization and Planning. Execution and Control. Project Closing. 4. Agile Methods for Project Management: Introduction to SCRUM. Organization of a SCRUM Team: Roles and Responsibilities. Agile Planning. Contracting Agile Projects. Scalability and Integration in SCRUM.
  • Descrição Data Limite Ponderação
    Frequência A definir 10%
    Trabalho A definir 30%
    Exame A definir 60%

    Nota: Existirão vários momentos de avaliação nomeadamente a realização de uma frequência e trabalho(s) durante a avaliação contínua. A avaliação final exame representa 100% da nota final caso os alunos não concluam com uma nota superior ou igual a 9.5 valores após à aplicação da ponderação à frequência e trabalho. As datas para a avaliação do projeto e frequências são disponibilizadas no moodle, bem com o peso de cada elemento de avaliação (x e y) por parte dos docentes. Os elementos para a desenvolvimento dos projetos são disponilizados no moodle e durante a realização das aulas, bem como serão realizados/apresentados.

     

     
  • Semestral
  • This course aims to develop fundamental skills in the field of Project Management, presenting the contexts and respective stakeholders in a project, as well as best practices and tools that are commonly used and globally standardized.

Leadership Development

Category: Discipline
  • Day, D. (2000). Leadership development:: A review in context. The Leadership Quarterly, 11(4), 581–613. Day, D. (2011). Leadership Development. In A. Bryman, D. Collinson, K. Grint, B. Jackson, & M. Uhl-Bien (Eds.), The Sage Handbook of Leadership (1st Ed., pp. 37–50). Sage Publications Ltd. Day, D. V., Fleenor, J. W., Atwater, L. E., Sturm, R. E., & McKee, R. A. (2014). Advances in leader and leadership development: A review of 25 years of research and theory. Leadership Quarterly, 25(1), 63–82. https://doi.org/10.1016/j.leaqua.2013.11.004 Figueiredo, P., & Fonseca, C. N. (2022). Positive Leader Development: Theoretical Model Proposal. In S. N. Khan & A. Busari (Eds.), Leadership and Followership in an Organizational Change Context (pp. 161–196). Hershey, PA: IGI Global. https://doi.org/10.4018/978-1-7998-2807-5.ch007    
  • Social and Organizational Psychology
  • 6445
  • 23820
  • Leadership Development
  • ISLA Gaia6445-23820
  • 1
  • 3
  • 0
  • 27
  • Não
  • Português
  • The teaching methodology is expository with the presentation of cases and videos in relation to the concepts and theoretical approaches. Students are encouraged to comment and give their opinions. In practice, students are challenged to define a leadership development plan according to the methodology presented. In the last class, the students make a presentation and it will be discussed by everyone.
  • Mandatory
  • - Understand the importance of the leader's role in a culture focused on the employee experience - Distinguish between the concepts of leadership development and leader development - Know the strategies and practices of leadership development - Establish a leadership development plan
  • 1. Framework of the topic in the current organizational context - Labor market trends - The future of work 2.     The role of the leader in effectively managing the employee experience - Theoretical perspectives on leadership - Evolution of organizations and leadership theories - The concept of leadership - The role of leadership in organizations - Concepts of leadership development and leader development - How to develop leadership - Challenges of leadership development 3.     Implementing a leadership development plan - Developing leaders in safe, high-performance contexts - What leadership styles to develop - Positive leadership model - Leadership Competences Model - Development plan methodology - Model for analyzing leadership development programs

  • Descrição dos instrumentos de avaliação (individuais e de grupo) ¿ testes, trabalhos práticos, relatórios, projetos... respetivas datas de entrega/apresentação... e ponderação na nota final.

    Exemplo:

    Descrição

    Data limite

    Ponderação

    Assiduidade e Participação

     

    20%

    Trabalho escrito - PPT

    20-01-2026

    60%

    Apresentação do plano

    20-01-2026

    20%

     

    Adicionalmente poderão ser incluídas informações gerais, como por exemplo, referência ao tipo de acompanhamento a prestar ao estudante na realização dos trabalhos; referências bibliográficas e websites úteis; indicações para a redação de trabalho escrito...

     
  • Anual
  • This module aims to address the relevance of the leader's role in promoting a culture based on employee experience. To ensure the success of this strategy, it is necessary to promote leadership development within organizations.

Research Methodologies and Techniques

Category: Discipline
  • Human Resource Management
  • 1192
  • 9787
  • Research Methodologies and Techniques
  • ISLA Gaia1192-9787
  • 1
  • 6
  • 0
  • 27
  • Não
  • Português
  • Semestral
  1. Digital Marketing and E-commerce
  2. Innovation and Entrepreneurship
  3. Interaction Design
  4. Project

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