Global Customer Relationship ManagementLaajuus (5 cr)

Objective

At the end of the course, the student is expected to be able to: comprehend the scope of CRM (Customer Relationship Management) and SRM (Supplier Relationship Management) from both strategic as well as operational perspective. comprehend the importance of key customers and CRM as a value-creating business process can build and manage profitable customer relationships have basic skills in how to use CRM programmes

Content

customer relationship management as a strategic management philosophy and key business process supplier relationship management processes strategic account management, i.e. key customers/suppliers management practical work with available CRM software one-to-one marketing

Assessment criteria, good (3)

Students are evaluated on their knowledge, skills and attitudes.         1-5