ECTS credits ECTS credits: 4.5
ECTS Hours Rules/Memories Hours of tutorials: 2 Expository Class: 17 Interactive Classroom: 22 Total: 41
Use languages Spanish, Galician
Type: Ordinary Degree Subject RD 1393/2007 - 822/2021
Departments: Organisation of Companies and Commercialisation
Areas: Marketing and Market Research, Business Organisation
Center Faculty of Business Administration and Management
Call: First Semester
Teaching: With teaching
Enrolment: Enrollable
After completing the course, the student will be able to:
• Know the concept and tools of customer relationship management (CRM).
• Use customer relationship management (CRM) systems in the process of attracting, selling, satisfying, and retaining customers.
• Use integrated management systems (ERP) as a tool to support operations and supply chain management.
• Use integrated management systems (ERP) as a tool to support people management.
• Decision support systems
• Strategic information systems
• Operations and supply chain management support systems
• People management support systems
• Customer relationship management
• CRM systems
Basic:
• ARJONILLA, Jesús; MEDINA, José Aurelio (2010): La gestión de los sistemas de información en la empresa. Teoría y casos prácticos. Madrid: Pirámide
• CAJA, A. G. (2022). Marketing relacional digital. Universo de Letras.
• ESPI RUBIO, D. (2020) CRM: como sacar más de tu negocio con tres letras (manuales imprescindibles)
• GÓMEZ VIEITES, A.; SUÁREZ REY, C. (2011): Sistemas De Información: Herramientas Practicas para la Gestión Empresarial. Madrid: Rama.
• LAUDON, K.C.; LAUDON, J.P. (2016). Sistemas de información gerencial (14th edición). México: Pearson
Complementary:
• COHEN KAREN, D.; ASÍN LARES, E. (2005). Sistemas de información para los negocios. Un enfoque de toma de decisiones. México: McGraw-Hill
• LAPIEDRA, R.; FORÉS, B.; PUIG, A. & MARTÍNEZ CHÁFER, L. (2021). Introducción a la gestión de sistemas de información en las empresas. (1.a. ed) Publicacions de la Universitat Jaume I. Servei de Comunicació i Publicacions.
• REINARES, P. (2017). Los cien errores del CRM: Mitos, mentiras y verdades del marketing de relaciones. ESIC editorial.
• RENDER, B., & HEIZER, J. (2014). Principios de administración de operaciones (9.a ed.). Pearson.
• ROMERO, S.; MEDINA SALGADO, S. (2019). Organización y transformación de los sistemas de información en la empresa. Madrid: ESIC (e-book)
BASIC AND GENERAL
CB1. That the students have demonstrated to possess and understand knowledge in an area of study that starts from the basis of general secondary education, and is usually found at a level that, while supported by advanced textbooks, also includes some aspects that involve knowledge from the forefront of their field of study.
CB2. That students know how to apply their knowledge to their work or vocation in a professional way and possess the competences that are usually demonstrated through the elaboration and defense of arguments and the resolution of problems within their area of study. B
CB3. That students have the ability to gather and interpret relevant data (usually within their area of study) to make judgments that include a reflection on relevant social, scientific or ethical issues.
CB4. That students can transmit information, ideas, problems, and solutions to both specialized and non-specialized audiences.
CB5. That students have developed those learning skills necessary to undertake further studies with a high degree of autonomy.
CG1. Acquire a set of theoretical and practical knowledge related to the process of business creation and management in the digital era.
GC7. Know and correctly use the computer tools and new technologies related to business management.
TRANSVERSAL AND SPECIFIC
CT4. Organize and plan the work according to the objectives and available resources.
CT5. Ability to solve problems and make decisions by applying theoretical knowledge to practice.
CT10. Ability to use calculation tools and information and communication technologies (ICT).
CE3. Analyze, diagnose, and make decisions in the different functional areas of business management by selecting and applying the most appropriate technological tools.
SC5. Understand the integrating role of technology and know the main technological products and technology trends associated with the different areas of business management.
CE9. Design and manage the communication strategy in a digital and globalized environment and be able to use the English language with solvency in the field of business and technology.
CE10. Design and manage the operations and logistics strategy integrating the most appropriate technological tools.
CE11. Design and manage the human resources strategy, integrating the new ways of hiring and working, and developing the necessary managerial skills.
CE17. Propose and co-manage the integration of advanced information systems and know their applications in the different areas of company management, meeting quality, security, and information protection requirements, making use of cryptography, artificial intelligence and big data.
The main objective of the lecture sessions will be to introduce the student to the contents of the topics that make up the program, highlighting the most relevant aspects and the relationship between these and current events.
In the interactive lessons the students will try to apply the theoretical concepts. These sessions are oriented to the active participation of the students, for this purpose, case discussions will be carried out, problem solving will be worked on, and readings texts, articles or current issues will be commented/debated. The personal work activities of the students include, in addition to the time dedicated to the study, the realization of the activities indicated by the teachers.
The lectures and interactive sessions will take place during the official timetable published by the center and will be face-to-face.
The teachers will be able to monitor the attendance of the students and their participation in the sessions.
The autonomous work of the students will be guided by the teacher in the hours destined to tutorials.
There will be an intention to make visits to companies, which will allow a greater approach to the business reality.
The evaluation will consider all the activities developed by the students (realization and active participation in the analysis of cases, debate and commentary of readings, articles or current topics, visualization and commentary of videos, realization and exposition of works, realization of questionnaires on theoretical or practical contents, etc.).
For cases of fraudulent performance of exercises or tests will apply the provisions of the Regulations for the evaluation of the academic performance of students and review of qualifications.
There are two opportunities to pass the subject. Students who do not pass the subject in the first opportunity will have the possibility of a second opportunity, which will be the one that appears in their academic record if the qualification obtained is higher.
The evaluation system for these two opportunities will be as follows:
First ordinary opportunity. Continuous evaluation is contemplated, combined with a final test.
1. Continuous evaluation: resolution and participation in the analysis of cases, discussion of readings, completion and presentation of papers, questionnaires and other activities related to the lectures and interactive sessions.
Weight in the final grade: 50%.
The evaluable activities will be included in the virtual classroom as well as their weighting. In this part the following competences will be evaluated: CB1, CB2, CB3, CB4, CB5, CG7, CT4, CT10, CE9, CE10, CE11, CE17.
2. Final content exam: compulsory test in which the learning results will be assessed, and may include short answer questions, multiple choice questions, short reasoning questions, or cases (real or invented) to which the student must give a solution, based on the theoretical contents of the course and/or on the skills/competences developed throughout the term.
Weight in the final grade: 50%.
In this part the following competences will be evaluated: CG1, CT5, CE3, CE5.
The final exam will be face-to-face.
In order to add the mark obtained in the continuous evaluation to the grade of the exam/content test, students must achieve a minimum grade of 2.5 points out of 5 in the final content exam and must have participated in the elaboration of at least 75% of the activities (cases, exercises, workshops, etc.) proposed. The aggregate mark must be equal to or higher than 5 points out of 10 to pass the subject.
Second opportunity
In the second opportunity, the same evaluation system will be applied as in the first opportunity. This means that there will be a new final exam with the same weighting established for the first opportunity, which will be added to the score obtained in the continuous evaluation during the course.
In accordance with the Permanence Regulations in force in the USC for Bachelor and Master studies (art. 5.2), the mere attendance and/or participation in any of the activities subject to evaluation will mean that the student's final grade will be different from NOT PRESENTED.
In the records, the aggregate grade of the continuous evaluation and the final exam will be recorded, with the following exceptions. If the student does not reach the minimum percentage of activities to be delivered (75% of those proposed), the grade that will appear in the minutes will be the one achieved in the activities, the exam grade will not be added. If the student does not reach the minimum grade in the exam (2.5 out of 5), the grade that will appear in the minutes will be the grade achieved in this test, the continuous evaluation will not be added. If the student does not take the final exam, the grade in the minutes will be zero, the continuous evaluation will not be added.
Students who have been granted dispensation of attendance following the Instruction nº 1/2017 of the General Secretariat on the dispensation of class attendance in certain circumstances, will be evaluated with a specific final exam that will account for 100% of the grade.
The course is 4.5 credits.
The total work hours are distributed as follows: Hours of lectures and interactive class, tutorials and evaluation in the modality to be determined: 41.
Individual work of the student: 71.5.
In order to maximize the learning process, it is recommended that the students attend regularly to the expository and interactive sessions, participate actively in all the activities proposed by the professors and consult the bibliography and other recommended material.
Tutorships are a useful resource that students should use as often as necessary. Access to the virtual campus and institutional e-mail for information on different issues that may arise during the course and to be able to have and review complementary material before the classes, facilitates student participation and their ability to acquire knowledge.
Sergio Rios Vazquez
- Department
- Organisation of Companies and Commercialisation
- Area
- Marketing and Market Research
- sergiorios.vazquez [at] usc.es
- Category
- Professor: Temporary supply professor for IT and others
Fernando Garcia Novo
- Department
- Organisation of Companies and Commercialisation
- Area
- Business Organisation
- fernando.garcia.novo [at] usc.es
- Category
- Professor: LOSU (Organic Law Of University System) Associate University Professor
| Friday | |||
|---|---|---|---|
| 09:45-10:45 | Grupo /CLE_01 | Spanish | Classroom 8 |
| 01.15.2025 16:00-19:00 | Grupo /CLE_01 | Classroom 6 |
| 06.16.2025 19:00-22:00 | Grupo /CLE_01 | Classroom 6 |