Client, User and Consumer Management in Corporate Social Responsibility

UNIT 1. CONCEPTS AND SCOPE Introduction. Concepts and scope. The customer as stakeholder New CSR paradigms Internal policies and risk assessment Customers in standards and systems Areas of work and good practice UNIT 2. CSR MANAGEMENT TOOLS FOR CUSTOMERS, USERS, AND CONSUMERS Quality management Quality management processes Quality management models Safe, healthy, adaptive, and inclusive products and services Responsible information and communication UNIT 3. DIALOGUE WITH CUSTOMERS, USERS, AND CONSUMERS. CUSTOMER EXPERIENCE Reasons for and scope of dialogue with clients, users and consumers Tools for dialogue with clients, users, and consumers The costumer experience concept and its relationship with CSR Methodologies for customer experience implementation Best practices and client-specific programmes UNIT 4. SUSTAINABILITY IN PRODUCTS AND SERVICES From conscious consumption to responsible consumption Collaborative economy Sustainable cities I: circular economy and city renaturation Sustainable cities II: sustainable mobility Sustainable construction