Customer Experience Management

Track / Module / Course title Level Teaching language(s) Customer Experience Management B3 English Total Contact hours Self-learning hours (no contact) Number of learner Face-to- Off-line Online ECTS credits Online hours face Group Individual Group... More

Track / Module / Course title Level Teaching language(s) Customer Experience Management B3 English Total Contact hours Self-learning hours (no contact) Number of learner Face-to- Off-line Online ECTS credits Online hours face Group Individual Group Individual 5 100 30 20 20 15 15 General Objectives and brief description of the programme / track / module / course The objective of this module is to provide a conceptual foundation for understanding the domain of customer experience and customer relationship management (CX & CRM) : - Understand the stakes in the customer relation by studying the evolution of the customer experience. Analyze the components of the CRM Internal and external Trade Action Plan is approached in a theoretical way then via practical cases. Link/Aligment with Programme Learning Objectives Weak Moderate Stron Learning Objectives – Our BiM graduates will be able to... link link g link LO 1.1: understand, identify and define core management concepts and fundamental x Less