MGMT09036 2023 Client Management

General Details

Full Title
Client Management
Transcript Title
Client Management
Code
MGMT09036
Attendance
N/A %
Subject Area
MGMT - 0413 Management & Admin
Department
BUS - Business
Level
09 - Level 9
Credit
10 - 10 Credits
Duration
Semester
Fee
Start Term
2023 - Full Academic Year 2023-24
End Term
2024 - Full Academic Year 2024-25
Author(s)
Breda McTaggart, Tomas O Flaherty, Valerie McTaggart, Denis Haran, John Walsh
Programme Membership
SG_BFINS_M09 202300 Master of Business in Financial Planning and Sustainability SG_BFINS_S09 202300 Postgraduate Certificate in Financial Management and Sustainability
Description

Client management is the process of overseeing and coordinating an organisation’s interactions with its clients and potential clients. This module explores the specific styles and strategies to support client management in a rapidly changing marketplace. Learners will reflect on the role of the organisation in the digital ecosystem and how organisations can capitalise on potential business opportunities in an ethical manner in a digital environment. Learners will also reflect on the importance of innovation to organisations to ensure long-term strategic success. It will take time to consider the context of organisational roles and responsibilities within client management in the modern-day world.

Learning Outcomes

On completion of this module the learner will/should be able to;

1.

Critically examine the idea of responsible client management and what that means for modern organisations.

2.

Engage with the concept, and critically evaluate consumer buyer behaviour. 

3.

Assess the role of Corporate Social Responsibility in a customer-centric business environment 

4.

Explore the major theories of the digital ecosystem and its impact on organisations.

5.

Critically examine and demonstrate an understanding of the value chain and how value can be ethically captured and created in today's business environment.

6.

Evaluate the sources of creativity and innovation present in an organisation. 

Teaching and Learning Strategies

Students will engage in live online lectures, case studies, student blogs,  student communities of practice, and guest lecturing. Students will be consulted on what supports their engagement, and this will be incorporated into the teaching, learning and assessment strategy. Students will also benefit from post-delivery support. 

Module Assessment Strategies

There are three assessment components to this module.

Feasibility Study -40%:  Students will explore the potential introduction of new products and services to a relevant market and make evidence-informed and evidence-based decisions. The goal is to provide predictive analytics to guide the next steps for marketing, sales, and product development. They will follow a designated and staged process to undertake the study.
Students will review available reports, literature, and other available sources to inform their decision. The assessment benefits from and complements the learning in all previous modules, e.g., Financial Management and understanding is a key components of a feasibility study. Word count approx. 2,500

Marketing Plan- 50%: Based on the outcome of the Feasibility study, students will develop a socially aware and ethical marketing plan to consider how best to bring about the change. Word count approx. 2,000.

Student Blog- 10%: Students will engage weekly with their community of practice in a student blog. They will review and comment on the reading and share new, and evidence-informed information relevant to the topic discussed. 

Repeat Assessments

Repeat assessment will be set based on failed components.

 

Indicative Syllabus

1) Critically examine the idea of responsible client management and what that means for modern organisations.

Students will examine what they understand by client management and how this ideology has evolved over time. Students will explore the challenges and opportunities of safeguarding the relationship between a business and its stakeholders and the importance of positive interactions and relationships in support of enhanced customer experiences and quality service and product provision.

2) Engage with the concept and critically evaluate consumer buyer behaviour.

Students will explore the topic of consumer buyer behaviour and its influence on existing and future organisations. Built around the decision-making process, the learner will examine both micro and macro factors that impact consumer behaviour, including such areas as perception, learning and memory, attitudes, groups, social class and culture, and media, providing students with insight into the factors and processes that lead to purchase and consumption decisions. 

 3)  Assess the role of Corporate Social Responsibility in a customer-centric business environment.

Students will develop an understanding of corporate social responsibility (CSR) and sustainability informed by ethical theory and stakeholder perspectives. Students will have the opportunity to reflect on key issues that are raised by stakeholder groups, such as shareholder activism; socially responsible investment; employment discrimination; working conditions; ethical issues in marketing; management; consumer protection etc They will consider how organisations display this responsibility within their practices and examine how to instil this culture and practice within all organisational practices.

4) Explore the major theories of the digital ecosystem and its impact on organisations.

Students will review the digital ecosystems and the major players who support this ecosystem. They will examine digital ecosystem theories and determine their relevance to today's dynamic marketplaces.  Students will also reflect on the implications for competitive strategy when business environments are framed as digital ecosystems.

5) Critically examine and demonstrate an understanding of the value chain and how value can be ethically captured and created in today's business environment.

Guided by the Business Model Canvas, learners will critically evaluate various types of business models that organisations can use to capture and create value. They will also reflect on the importance of ethical governance and strategic practice in capturing and developing value within organisations and how that brings both challenges and opportunities within organisations.

6) Evaluate the sources of creativity and innovation present in an organisation.

Students will get the opportunity to identify the importance of innovation as a necessary capability for future organisations and leaders. Learners will also be introduced to the mindsets, skills and practical tools necessary to develop a creative leadership practice that cultivates a flourishing culture of creativity and innovation in the workplace. Learners will also explore their personal strengths, weaknesses, mindsets and values as creative, innovative leaders working in any. sector.

Coursework & Assessment Breakdown

Coursework & Continuous Assessment
100 %

Coursework Assessment

Title Type Form Percent Week Learning Outcomes Assessed
1 Feasibility Study Coursework Assessment Assessment 40 % Week 9 1,2,3,5,6
2 Marketing Plan Project Assessment 50 % Week 15 2,5,6
3 Blog Coursework Assessment Assessment 10 % Week 10 1,2,4,5,6

Online Learning Mode Workload


Type Location Description Hours Frequency Avg Workload
Lecture Online Online lecture 2 Weekly 2.00
Independent Learning Not Specified Independent Learning 5 Weekly 5.00
Total Online Learning Average Weekly Learner Contact Time 2.00 Hours

Required & Recommended Book List

Required Reading
2018-11 This Is Marketing Portfolio
ISBN 0241370140 ISBN-13 9780241370148

Over the past quarter century, Seth Godin has taught and inspired millions of entrepreneurs, marketers, leaders, and fans from all walks of life, via his blog, online courses, lectures, and bestselling books. He is the inventor of countless ideas and phrases that have made their way into mainstream business language, from Permission Marketingto Purple Cowto Tribesto The Dip. Now, for the first time, Godin offers the core of his marketing wisdom in one accessible, timeless package. At the heart of his approach is a big idea- Great marketers don't use consumers to solve their company's problem; they use marketing to solve other people's problems. They don't just make noise; they make the world better. Truly powerful marketing is grounded in empathy, generosity, and emotional labour. This book teaches you how to identify your smallest viable audience; draw on the right signals and signs to position your offering; build trust and permission with your target market; speak to the narratives your audience tells themselves about status, affiliation, and dominance; spot opportunities to create and release tension; and give people the tools to achieve their goals. It's time for marketers to stop lying, spamming, and feeling guilty about their work. It's time to stop confusing social media metrics with true connections. It's time to stop wasting money on stolen attention that won't pay off in the long run. This is Marketingoffers a better approach that will still apply for decades to come, no matter how the tactics of marketing continue to evolve.

Required Reading
2017-10-09 The Business Model Book Brilliant Business
ISBN 1292135700 ISBN-13 9781292135700

Business models are the beating heart of your firm's value proposition. Great business models drive rapid growth; bad business models can doom the most promising ventures. The Business Model Book clearly shows you how to create, test, adapt and innovate successful business models for any company in any situation. Every company has a business model. When the business model works, the company creates value. The Business Model Book combines the latest research, straightforward tools and current examples to bring this surprisingly tricky topic to life. Your company changes over time, and so should your business model.

Required Reading
2015-09-26 Marketing Ethics and Society Sage Publications Limited
ISBN 1446296628 ISBN-13 9781446296622

Taking a holistic and international perspective, this book critically examines the ethical challenges marketing faces and explores strategies marketers can use to respond to those challenges.

Required Reading
Client Relationship Management
ISBN 8179921107 ISBN-13 9788179921104
Required Reading
2022-10-01 Corporate Social Responsibility Springer Gabler
ISBN 365839112X ISBN-13 9783658391126

This book attempts to clarify the social responsibility of business along global supply chains beyond mere profit maximisation as famously argued by Milton Friedman. In this context, corporate social responsibility (CSR) is understood as the responsibility of business to align corporate policies and procedures with commonly accepted ethical standards and to respect stakeholders rights in day-to-day business. As such, CSR is by no means voluntary but constitutes a fundamental prerequisite for companies to keep their license to operate for sustainaable growth and survival in an ever more competitive global market. Inspired by Germany' recent efforts to regulate global supply chains, Germany's Due Diligence Act is analysed in terms of its potential and limitations to promote responsible business practices and complemented by alternative approaches for more co-responsibility of business globally.

Module Resources

Non ISBN Literary Resources
Updated Literary Resources
Journal Resources

Journal of Customer Service in Marketing & Management

Ethics & Behavior

Journal of Business Ethics

URL Resources
Other Resources
Additional Information

Resources will develop based on learner needs and areas of particular relevance. Guidance on additional resources will be published on the module Moodle Page.