Experience Management

Unit code: BCO7002 | Study level: Postgraduate
Credit points
12
(Generally, 1 credit = 10 hours of classes and independent study.)
Location
City Campus
VU Brisbane
VU Sydney
Prerequisites
N/A
Overview
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Overview

Experience Management (XM) embraces aspects of daily business activities that include marketing, sales and service where customers tend to be directly and regularly engaged. This subject will investigate and explore different aspects of the way that a firm can practice XM with content potentially developed and drawn from topics that deal with marketing and planning, campaign management, e-marketing, lead management, analytics, customer segmentation, service order support and customer processing. Both theoretical and practice-based content will be critiqued in the subject with student learning being based on using a combination of computer-based exercises, case studies and industry speakers.

Learning Outcomes

On successful completion of this unit, students will be able to:

  1. Critically review and interpret the theoretical aspects of XM across the main areas of strategies, sales, services and marketing;
  2. Exhibit creative and technical practical professional skills and justify the strategy adopted with reference to specified briefs;
  3. Investigate, analyse, demonstrate and present the salient aspects of a XM implementation or XM innovation in a work-related environment;
  4. Negotiate with other students from different backgrounds and disciplines in a team environment demonstrating a high level of personal autonomy and accountability in achieving group outcomes and recognition of the roles of culture, values and dispositions in affecting achievement of goals; and
  5. Advocate persuasively their recommendations in both written and oral form to a variety of specialist and non-specialist audiences.

Assessment

For Melbourne campuses

Assessment type: Creative Works
|
Grade: 30%
Survey report and in-class presentation
Assessment type: Test
|
Grade: 40%
Practical and theoretical test
Assessment type: Report
|
Grade: 30%
XM Literature Review (Group)

Required reading

Selected readings will be made available via the unit VU Collaborate site.

As part of a course

This unit is studied as part of the following course(s):

Master of Business Analytics
BMBU | Masters (coursework) degree | Duration: 2 years
Master of Enterprise Resource Planning
BMEN | Masters (coursework) degree | Duration: 2 years

Refer to the course page for information on how to apply for the course. VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.

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