No recommended prerequisites although the UC of marketing is important
On this course unit the syndicate work will be stimulated and the lecturing shall be profoundly interactive, evolving the participants on the classes’ animation. During the learning process it shall be aimed that the students might be evolved so that it might correspond to their individual interests, never keeping out of sight the imposed conceptual bases. Always as possible, an eminent practical component shall be given to the lectured subject areas with the evolvement of corporations or real cases.
Relacional Marketing aims to assume itself as a new marketing vision set to create value to the stakeholders and guarantee customers loyalty. In this course the aim is to understand the essence of this approach and understand its contributions to a more effective marketing strategy and the creation of a highly profitable client portfolio based on a long term perspective. The present programme is set on the assumption that its participants have a basic marketing training. As a final result, the participants should reveal a new marketing vision, settled on the creation of stable and durable relations, and mutually beneficial between the corporations and its customers.
I. From a transactional marketing to a relational marketing • The essence of loyalty • Costumers rotation costs • The benefits of loyalty • The meaning of loyalty
II. Sources of value for customers
III. Relational marketing according its recipients: • B2B • B2C • Services
IV. Managing relationships
V. The CRM Role
VI. The conquest for loyalty • How to be nearer to the clients • Creativity at the loyalty service • Experiencial Marketing
VII. Towards a Marketing 3.0
Arnaldo Fernandes Matos Coelho
The participants shall be evaluated by their performance and evolvement on the sessions, complemented with the elaboration of a final individual essay : 100.0%
MARQUES, Alzira Maria Ascensão - Marketing relacional : como transformar a fidelização de clientes numa vantagem competitiva. Lisboa : Edições Sílabo, 2012.
Kotler – Marketing 3.0 – Actual editora, 2014