Customer intelligenceLaajuus (5 cr)
Code: MB00CV04
Credits
5 op
Teaching language
- English
Objective
As the result of this study unit you will be able to
* explain the factors of customer value
* define various customerships
* plan a customer vision and customer strategy for an organisation
* classify and analyse customerships using related tools
* interpret customer analyses and plan development actions.
Content
* How to explain the factors of customer value?
* How to define various customerships?
* How to plan a customer vision and customer strategy for an organization?
* How to classify and analyse customerships using related tools?
* How to interpret customer analyses and plan development actions?
Qualifications
No prerequisities
Materials
No additional related studies
Enrollment
04.11.2024 - 17.11.2024
Timing
01.01.2025 - 30.04.2025
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Department of Business
Campus
Kouvola Campus
Teaching languages
- English
Seats
20 - 40
Degree programmes
- Master's Degree Programme in International Business Management
Teachers
- Slaveya Hämäläinen
Groups
-
MBKV24KYInternational business management, master studies
Objective
As the result of this study unit you will be able to
* explain the factors of customer value
* define various customerships
* plan a customer vision and customer strategy for an organisation
* classify and analyse customerships using related tools
* interpret customer analyses and plan development actions.
Content
* How to explain the factors of customer value?
* How to define various customerships?
* How to plan a customer vision and customer strategy for an organization?
* How to classify and analyse customerships using related tools?
* How to interpret customer analyses and plan development actions?
Opiskelumateriaali
The course outline and the group and individual tasks are presented in Learn. Additionally, handouts are provided when necessary.
Yksilölliset oppimisväylät
Teaching is carried out entirely face-to-face on the Kouvola campus according to the timetable. Remote participation is not possible. In principle, face-to-face teaching is not recorded, and it is not replaced by remote lectures when face-to-face teaching is given. Attendance is necessary to complete the course.
• Teacher guidance is available in connection with the ongoing lessons.
• The assessed tasks are done independently and as a group.
• The course utilizes different feedback methods - written and oral feedback. Peer feedback is also used.
TKI ja työelämäyhteistyö
The learning tasks of the course are based on assignments from working life.
Tentit ja muut määräajat
Learning tasks are completed at the end of each section.
During the study period, a project task is completed in groups, which must be ready by the end of the study period.
An exam will be taken at the last face-to-face teaching session of the course.
The course ends at the time indicated in the implementation information. By this time, the student has returned the required tasks, completed any exams and met other requirements for an approved performance.
Opiskelijan työmäärä
• 1 ECTS corresponds to approximately 27 hours of student work. However, the amount of work depends on your study skills and previous knowledge.
• In the 5-credit course, the student's workload is approximately 135 hours.
Toteutuksen osien kuvaus
The project task is evaluated by the lecturer and peer feedback.
Further information
Further details of the course completion are presented at the start of the course. For additional information, please contact Slaveya at slaveya.hamalainen@xamk.fi.
Evaluation scale
1-5
Assessment methods and criteria
The evaluation is done in relation to the competence goals and evaluation criteria of the course. Successful course completion requires all course components - project, exam and participation - to be completed with an approved grade.
Evaluation scale of the course: 1–5
Qualifications
No prerequisities
Enrollment
06.11.2023 - 17.11.2023
Timing
01.01.2024 - 30.04.2024
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö, Kouvola (vanhettu)
Campus
Kouvola Campus
Teaching languages
- English
Seats
20 - 40
Teachers
- Slaveya Hämäläinen
Teacher in charge
Slaveya Hämäläinen
Groups
-
MBKV23KYInternational business management, master studies
Objective
As the result of this study unit you will be able to
* explain the factors of customer value
* define various customerships
* plan a customer vision and customer strategy for an organisation
* classify and analyse customerships using related tools
* interpret customer analyses and plan development actions.
Content
* How to explain the factors of customer value?
* How to define various customerships?
* How to plan a customer vision and customer strategy for an organization?
* How to classify and analyse customerships using related tools?
* How to interpret customer analyses and plan development actions?
Opiskelumateriaali
1. The book referenced below will be partially used in the course. It is not mandatory to have it. All important material will be given to you as a handout.
Peppers, D. & Rogers, M. 2017. Managing customer experience and relationships: A strategic framework. Third edition. Hoboken, New Jersey: John Wiley & Sons, Inc.
2. The other book is Business Intelligence (link to the book: https://images.app.goo.gl/7uF6XjtukWSnZaSv8), and you have to read at least chapter 5: Customer Intelligence before the first meeting. The chapter will be on the info page in Learn, and you can read it in advance. If you want to learn more, then you have to buy the book.
3. The material and the plan for completing the course are in Learn, and you will get the key at the beginning of January.
Yksilölliset oppimisväylät
The course is completed as scheduled in student timetables.
TKI ja työelämäyhteistyö
Students complete a report based on their organisational RDI context. The objective is to evaluate customer relationship practices in their organisations.
Tentit ja muut määräajat
All assignments and deadlines are mentioned in Learn.
Opiskelijan työmäärä
The course has 3 contact days, and in addition, students have to input at least 50 hours of their time for the tasks and preparation of the final report.
Further information
If you want to ask anything regarding the course, please contact Slaveya. slaveya.hamalainen@xamk.fi
Evaluation scale
1-5
Assessment methods and criteria
Evaluation based on peer and individual assessment + points from the assignments graded by the teacher.
30% - Class participation: group discussions on case studies and the course content
20% - One graded individual assignment and one individual case write-up, also graded
50% - Group presentation and report (details in class) + opponent evaluation
50% - pass
51 - 60% - 1
61 - 70% - 2
71 - 80% - 3
81 - 90% - 4
91 - 100% - 5
Qualifications
No prerequisities
Enrollment
07.11.2022 - 18.11.2022
Timing
02.01.2023 - 05.05.2023
Number of ECTS credits allocated
5 op
RDI portion
3 op
Mode of delivery
Contact teaching
Unit
Department of Business
Campus
Kouvola Campus
Teaching languages
- English
Seats
20 - 40
Degree programmes
- Master's Degree Programme in International Business Management
Teachers
- Slaveya Hämäläinen
Teacher in charge
Slaveya Hämäläinen
Groups
-
MBKV22KYInternational business management, master studies
Objective
As the result of this study unit you will be able to
* explain the factors of customer value
* define various customerships
* plan a customer vision and customer strategy for an organisation
* classify and analyse customerships using related tools
* interpret customer analyses and plan development actions.
Content
* How to explain the factors of customer value?
* How to define various customerships?
* How to plan a customer vision and customer strategy for an organization?
* How to classify and analyse customerships using related tools?
* How to interpret customer analyses and plan development actions?
Opiskelumateriaali
1. The book referenced below will be partially used in the course. It is not mandatory to have it. All important material will be given to you as a handout.
Peppers, D. & Rogers, M. 2017. Managing customer experience and relationships: A strategic framework. Third edition. Hoboken, New Jersey: John Wiley & Sons, Inc.
2. The other book is Business Intelligence (link to the book: https://images.app.goo.gl/7uF6XjtukWSnZaSv8), and you have to read at least chapter 5: Customer Intelligence before the first meeting. The chapter will be on the info page in Learn, and you can read it in advance. If you want to learn more, then you have to buy the book.
3. The material and the plan for completing the course are in Learn, and you will get the key at the beginning of January.
Yksilölliset oppimisväylät
The course is completed as scheduled in student timetables.
TKI ja työelämäyhteistyö
Students complete a report based on their organisational RDI context. The objective is to evaluate customer relationship practices in their organisations.
Tentit ja muut määräajat
All assignments and deadlines are mentioned in Learn.
Opiskelijan työmäärä
The course has 3 contact days, and in addition, students have to input at least 50 hours of their time for the tasks and preparation of the final report.
Further information
If you want to ask anything regarding the course, please contact Slaveya. slaveya.hamalainen@xamk.fi
Evaluation scale
1-5
Assessment methods and criteria
Evaluation based on peer and individual assessment + points from the assignments graded by the teacher.
30% - Class participation: group discussions on case studies and the course content
20% - One graded individual assignment and one individual case write-up, also graded
50% - Group presentation and report (details in class) + opponent evaluation
50% - pass
51 - 60% - 1
61 - 70% - 2
71 - 80% - 3
81 - 90% - 4
91 - 100% - 5
Qualifications
No prerequisities
Enrollment
08.11.2021 - 21.11.2021
Timing
03.01.2022 - 06.05.2022
Number of ECTS credits allocated
5 op
RDI portion
3 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö, Kouvola (vanhettu)
Campus
Kouvola Campus
Teaching languages
- English
Degree programmes
- Master's Degree Programme in International Business Management
Teachers
- Slaveya Hämäläinen
Teacher in charge
Slaveya Hämäläinen
Groups
-
MBKV21KYInternational business management, master studies
Objective
As the result of this study unit you will be able to
* explain the factors of customer value
* define various customerships
* plan a customer vision and customer strategy for an organisation
* classify and analyse customerships using related tools
* interpret customer analyses and plan development actions.
Content
* How to explain the factors of customer value?
* How to define various customerships?
* How to plan a customer vision and customer strategy for an organization?
* How to classify and analyse customerships using related tools?
* How to interpret customer analyses and plan development actions?
Opiskelumateriaali
1. The book referenced below will be partially used in the course. It is not mandatory to have it. All important material will be given to you as a handout.
Peppers, D. & Rogers, M. 2017. Managing customer experience and relationships: A strategic framework. Third edition. Hoboken, New Jersey: John Wiley & Sons, Inc.
2. The other book is Business Intelligence (link to the book: https://images.app.goo.gl/7uF6XjtukWSnZaSv8) and I would like you to read at least chapter 5: Customer Intelligence before we meet. I will send the chapter to all who have registered for the course when registration is over. If you want to learn more, then you have to buy the book.
3. The material and the plan for completing the course are in Learn and you will get the key when we meet.
Tentit ja muut määräajat
All assignments and deadlines are mentioned in Learn.
Opiskelijan työmäärä
The course has 3 contact days and in addition, you have to input at least 50 hours of your own time for the tasks and preparation of the final report.
Further information
If you want to ask anything regarding the course, please contact Slaveya. slaveya.hamalainen@xamk.fi
Evaluation scale
1-5
Assessment methods and criteria
Evaluation based on peer and individual assessment + points from the assignments graded by the teacher.
30% - Class participation: group discussions on case studies and the course content
20% - One graded individual assignment and one individual case write-up, also graded
50% - Group presentation and report (details in class) + opponent evaluation
50% - pass
51 - 60% - 1
61 - 70% - 2
71 - 80% - 3
81 - 90% - 4
91 - 100% - 5
Qualifications
No prerequisities