Client, User, and Consumer Management in Corporate Social Responsibility

UNIT 1. CONCEPTS AND SCOPE Introduction. Concepts and scope. The customer as a stakeholder New CSR paradigms Internal policies and risk assessment Customers in standards and systems Areas of work and best practices 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 customers, users, and consumers Tools for dialogue with customers, users, and consumers The customer experience concept and its relationship to CSR Methodologies for implementing the customer experience Best practices and client-specific programs UNIT 4. SUSTAINABILITY IN PRODUCTS AND SERVICES From conscious consumption to responsible consumption Collaborative economy Sustainable cities I: circular economy and urban renaturation Sustainable cities II: sustainable mobility Sustainable construction