DATABASE AND INTERNET MARKETING
cod. 1005204

Academic year 2017/18
2° year of course - First semester
Professor
ZILIANI Cristina
Academic discipline
Economia e gestione delle imprese (SECS-P/08)
Field
Aziendale
Type of training activity
Characterising
70 hours
of face-to-face activities
5 credits
hub: PARMA
course unit
in ENGLISH

Integrated course unit module: RELATIONAL MARKETING

Learning objectives

At the end of the course the student has acquired advanced knowledge of relationship marketing, and specifically:
- marketing paradigm evolution from management, relationship to social and mobile marketing
- role of information in value creation
- loyalty measures and relation to profits
- loyalty program design and management
- new measures for retail mix decision making.
Students will have necessary skills to select appropriate analysis and decision making tools for the specific context. specifically, they will have a thorough understanding of relationship marketing problems and will be able to build a relationsal marketing program.
They will be able to assess the impact of targeted marketing on marketing strategies and will be able to communicate on the above topics and problems with various publics, both academic and business.

Prerequisites

none

Course unit content

This course, together with the module that it complements (Social Media Marketing) aims to introduce students to the new frontiers of marketing practice, that are digital and one-to-one targeted, and can be referred to as "Relationship Marketing".
The course goal is to provide knowledge and develop skills to analyse and understand the new marketing activities based on individual customer information (database marketing and Customer Relationship Management).
First, the marketing information revolution is analysed and discussed, and used as background to intepret impact of Big Data, filtering algorithms, segmentation.
Then tools to collect individual data information are discussed, specifically loyalty programs and clubs.
Last, but not least, use of individual customer information is discussed through case studies. All marketing mix aspects that are mipacted by new information sources are reviewed.

Full programme

Specific topics dealt with during the course are:

- the marketing paradigms of marketing management, relational marketing and social mobile marketing

- the role of data and information in value creation

- measuring loyalty and its contributions to business performance

- data capturing through loyalty programs and clubs

- new metrics and approaches based on customer data for decision making in retailing.

Bibliography

Students who attend classes regularly: materials available at the photocopy office (ppt presentations + book of readings) and notes about all discussions in class.

All other students: materials available at the photocopy office (book of readings only, NO powerpoint slides) PLUS
the following book: Promotion Revolution, by C. Ziliani, EGEA, Milano, 2015, chapters 1, 2, 4, 8. This book is in Italian.

PLEASE NOTE THAT THE BOOKLETS OF READINGS AND OF SLIDES CHANGE EVERY YEAR. YOU ARE EXPECTED TO USE THE 2017-18 VERSION, NOT PREVIOUS ONES.

For Erasmus and Exchange students only: Only Erasmus and Exchange students who don’t speak Italian can prepare for the exam by studying all the following materials:
1) Booklet of readings (NOT the powerpoint slides) available at the Photocopy Shop inside the Department Building. Please study all readings in the booklet.
2) C. Humby & T. Hunt, Scoring Points. How Tesco is Winning customer loyalty, Kogan Page, 2003. chapters: 1,2,3,4,5. This book is available on Amazon or at the Department Library.

On the day of the exam, students are free to write in English or Italian, whatever choice of program they have made.

THE DISTINCTION BETWEEN ATTENDING AND NON ATTENDING STUDENTS WILL HOLD UNTIL SEPTEMBER 2018 (INCLUDED).

Teaching methods

Lectures, readings and case discussions, group work and conference organisation activity.
The variety of above methodologies and encouragement of in class discussion contributions will stimulate autonomy of judgment and interest for continuous learning about the problems and topics discussed during the course.

Assessment methods and criteria

Through the students' responses to exam questions, knowledge and understanding of the issues proposed and the ability of the student to apply the knowledge to specific questions are assessed. Furthermore, since the questions are open, students are able to exercise significant independent judgment with respect to what is required and we can check the communication skills of the student. Finally, the need for handling categories and qualitative information acquired during the course, during the specific cases studies, requires the students to apply knowledge already possessed, and to learn and to evaluate new information.
The student's participation in the organisation of the Conference of the Osservatorio Fedeltà will be evaluated and such evaluation will be used to integrate the mark of the written examination.

Other information

Please check professor's webpage regularly for updates on course, office hours, exams and more