Co-creation perspective and CRM

9 Fevereiro 2023, 09:30 • Rita Sousa

---

Co-creation perspective and CRM

CRM enablers, barriers, and outcomes for Customer Engagement and organizations/firms

CRM/Loyalty Programs (the Staples case, RFM approach)

Customer-customer engagement concepts Total RM and partner network (the Bombas.com case)

Co-creation concept and benchmarks (e.g., DHL, BMW, IKEA, LEGO)

Teamwork: groups work on their projects and case study

8 Fevereiro 2023, 11:00 • Rita Sousa

---

Case study: KIMBERLEY-CLARK recycling program

Groups debate on the case study.

Groups work on the project of learning unity.

Co-creation perspective and CRM

8 Fevereiro 2023, 09:30 • Rita Sousa

---

Co-creation perspective and CRM

CRM enablers, barriers, and outcomes for Customer Engagement and organizations/firms

CRM/Loyalty Programs (the Staples case, RFM approach)

Customer-customer engagement concepts Total RM and partner network (the Bombas.com case)

Co-creation concept and benchmarks (e.g., DHL, BMW, IKEA, LEGO).

Teamwork: project of the learn unity

7 Fevereiro 2023, 11:00 • Rita Sousa

---

Teamwork: project of the learn unity.

Students organized in groups to work on their projects and started to explore the use of databases, such as Web of Science (WOS) and Scopus: to learn how to use Scimago to assess the quality of journals.

From goods/services to create stage experiences

7 Fevereiro 2023, 09:30 • Rita Sousa

---

From goods/services to create stage experiences.

Experience marketing.

Customer journey versus experience marketing.

Experience economy.

Groups read and discuss: case study " Customer Centricity in mobile banking: a customer experience". Identification of the main obstacles of mobile banking (m-banking) adoption and suggest marketing initiatives that could improve the marketing experience of customers.