Customer insight and customer experienceLaajuus (5 cr)
Code: LT00DT58
Credits
5 op
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Materials
Business project (5 ECTS credits)
Enrollment
04.11.2024 - 17.11.2024
Timing
13.01.2025 - 31.05.2025
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Groups
-
LTKV24SPBusiness management, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Materials
Business project (5 ECTS credits)
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
04.11.2024 - 17.11.2024
Timing
13.01.2025 - 31.05.2025
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- English
Seats
20 - 60
Degree programmes
- Degree Programme in Digital International Business
Teachers
- Harri Tuomola
Teacher in charge
Harri Tuomola
Groups
-
IBKV24SP2Digital international business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Materials
Business project (5 ECTS credits)
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
04.11.2024 - 17.11.2024
Timing
07.01.2025 - 31.05.2025
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- English
Seats
20 - 60
Degree programmes
- Degree Programme in Digital International Business
Teachers
- Harri Tuomola
Teacher in charge
Harri Tuomola
Groups
-
IBKV24SP1Digital international business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Materials
Business project (5 ECTS credits)
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
08.04.2024 - 21.04.2024
Timing
02.09.2024 - 17.12.2024
Number of ECTS credits allocated
5 op
Virtual portion
2 op
Mode of delivery
60 % Contact teaching, 40 % Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Degree Programme in Business Management
Teachers
- LYX4 Opettaja
Teacher in charge
Susanna Heikkilä
Groups
-
LTKV24KMBusiness management, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
08.04.2024 - 21.04.2024
Timing
02.09.2024 - 10.12.2024
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Mia Silvenius
Teacher in charge
Mia Silvenius
Groups
-
LTKV24KMBusiness management, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.11.2023 - 17.11.2023
Timing
29.01.2024 - 26.04.2024
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- English
Seats
20 - 60
Degree programmes
- Degree Programme in Digital International Business
Teachers
- Harri Tuomola
Teacher in charge
Hugh Clack
Groups
-
IBKV23SPDigital international business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Materials
Business project (5 ECTS credits)
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.11.2023 - 17.11.2023
Timing
15.01.2024 - 05.05.2024
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
- Marja-Leena Koskinen
Teacher in charge
Marja-Leena Koskinen
Groups
-
LTMI23SVABusiness Management, online studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.11.2023 - 17.11.2023
Timing
15.01.2024 - 05.05.2024
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
- Marja-Leena Koskinen
Teacher in charge
Marja-Leena Koskinen
Groups
-
LTMI23SVBBusiness Management, online studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.11.2023 - 17.11.2023
Timing
08.01.2024 - 03.03.2024
Number of ECTS credits allocated
5 op
Virtual portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Mikkeli Campus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
- Marja-Leena Koskinen
Teacher in charge
Marja-Leena Koskinen
Groups
-
LTMI23SMBusiness Management, part-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.11.2023 - 17.11.2023
Timing
08.01.2024 - 15.04.2024
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Degree Programme in Business Management
Teachers
- Harri Tuomola
Teacher in charge
Harri Tuomola
Groups
-
LTKV23SP1Business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Materials
Business project (5 ECTS credits)
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.11.2023 - 17.11.2023
Timing
08.01.2024 - 15.04.2024
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Degree Programme in Business Management
Teachers
- Harri Tuomola
Teacher in charge
Mari Maunula
Groups
-
LTKV23SP2Business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Materials
Business project (5 ECTS credits)
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.04.2023 - 21.04.2023
Timing
04.09.2023 - 17.12.2023
Number of ECTS credits allocated
5 op
Virtual portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Mari Hämäläinen
Teacher in charge
Mari Hämäläinen
Groups
-
LTKV23KMBusiness management, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.04.2023 - 21.04.2023
Timing
04.09.2023 - 17.12.2023
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Mari Hämäläinen
Teacher in charge
Mari Hämäläinen
Groups
-
LTKV23KMBusiness management, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
07.11.2022 - 18.11.2022
Timing
01.02.2023 - 30.04.2023
Number of ECTS credits allocated
5 op
Virtual portion
2 op
RDI portion
3 op
Mode of delivery
60 % Contact teaching, 40 % Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Degree Programme in Business Management
Teachers
- Laura Hakanen
Teacher in charge
Laura Hakanen
Groups
-
LTKV22SP1Business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
07.11.2022 - 18.11.2022
Timing
16.01.2023 - 30.04.2023
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
- Marja-Leena Koskinen
Teacher in charge
Marja-Leena Koskinen
Groups
-
LTMI22SVABusiness Management, online studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
07.11.2022 - 18.11.2022
Timing
16.01.2023 - 30.04.2023
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
- Marja-Leena Koskinen
Teacher in charge
Marja-Leena Koskinen
Groups
-
LTMI22SVBBusiness Management, online studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
07.11.2022 - 18.11.2022
Timing
09.01.2023 - 05.03.2023
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö
Campus
Mikkeli Campus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
- Marja-Leena Koskinen
Teacher in charge
Marja-Leena Koskinen
Groups
-
LTMI22SMBusiness Management, part-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
07.11.2022 - 18.11.2022
Timing
09.01.2023 - 31.03.2023
Number of ECTS credits allocated
5 op
Virtual portion
2 op
Mode of delivery
60 % Contact teaching, 40 % Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Degree Programme in Business Management
Teachers
- Mari Hämäläinen
Teacher in charge
Mari Hämäläinen
Groups
-
LTKV22SP2Business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
07.11.2022 - 18.11.2022
Timing
09.01.2023 - 28.04.2023
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- English
Seats
20 - 50
Degree programmes
- Degree Programme in Digital International Business
Teachers
- Hugh Clack
Teacher in charge
Hugh Clack
Groups
-
IBKV22SPDigital international business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Materials
Marketing Theory, 3rd Edition, Baker & Saren
Marketing: an introduction, 4th Edition, Masterson, Philips, Picton
Teaching methods
Course is planned as part of daytime studies according to timetables.
Employer connections
Customer related projects carried out during the course.
Exam schedules
There will be no exam and no re-attempts for this course.
Content scheduling
What does the customer process mean and what is its role in business.
How do consumers, companies and organizations differ as customers.
What does customer experience consist of and how are you able to gain insight into it.
How are customer relationships built, maintained and developed.
What are the components of good customer service.
Evaluation scale
1-5
Assessment methods and criteria
Evaluation will be based on participation, group discussions, completed tasks and main course assignment.
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.04.2022 - 22.04.2022
Timing
29.08.2022 - 28.11.2022
Number of ECTS credits allocated
5 op
Virtual portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Laura Hakanen
- Mari Hämäläinen
- Katariina Palmu
Teacher in charge
Mari Hämäläinen
Groups
-
LTKV22KMBusiness management, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
06.04.2022 - 22.04.2022
Timing
29.08.2022 - 28.11.2022
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Liiketalouden koulutusyksikkö
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 80
Degree programmes
- Degree Programme in Business Management
Teachers
- Mari Hämäläinen
Teacher in charge
Mari Hämäläinen
Groups
-
LTKV22KMBusiness management, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
08.11.2021 - 21.11.2021
Timing
17.01.2022 - 01.05.2022
Number of ECTS credits allocated
5 op
Virtual portion
2 op
Mode of delivery
60 % Contact teaching, 40 % Distance learning
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Degree Programme in Business Management
Teachers
- Mari Hämäläinen
Teacher in charge
Mari Hämäläinen
Groups
-
LTKV21SP1Business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
08.11.2021 - 21.11.2021
Timing
17.01.2022 - 01.05.2022
Number of ECTS credits allocated
5 op
Virtual portion
2 op
Mode of delivery
60 % Contact teaching, 40 % Distance learning
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Degree Programme in Business Management
Teachers
- Mari Hämäläinen
Teacher in charge
Mari Hämäläinen
Groups
-
LTKV21SP2Business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
08.11.2021 - 21.11.2021
Timing
17.01.2022 - 29.04.2022
Number of ECTS credits allocated
5 op
RDI portion
1 op
Mode of delivery
Contact teaching
Campus
Kouvola Campus
Teaching languages
- English
Degree programmes
- Degree Programme in Digital International Business
Teachers
- Hugh Clack
Teacher in charge
Harrison Okuogume
Groups
-
IBKV21SPDigital international business, full-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Materials
Marketing Theory, 3rd Edition, Baker & Saren
Marketing: an introduction, 4th Edition, Masterson, Philips, Picton
Teaching methods
Course is planned as part of daytime studies according to timetables.
Employer connections
Customer related projects carried out during the course.
Exam schedules
There will be no exam and no re-attempts for this course.
Content scheduling
What does the customer process mean and what is its role in business.
How do consumers, companies and organizations differ as customers.
What does customer experience consist of and how are you able to gain insight into it.
How are customer relationships built, maintained and developed.
What are the components of good customer service.
Evaluation scale
1-5
Assessment methods and criteria
Evaluation will be based on participation, group discussions, completed tasks and main course assignment.
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
08.11.2021 - 21.11.2021
Timing
10.01.2022 - 06.03.2022
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Campus
Mikkeli Campus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
Teacher in charge
Heli Juntunen
Groups
-
LTMI21SMBusiness Management, part-time studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
08.11.2021 - 21.11.2021
Timing
10.01.2022 - 30.04.2022
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
Teacher in charge
Heli Juntunen
Groups
-
LTMI21SVABusiness Management, online studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
Enrollment
08.11.2021 - 21.11.2021
Timing
10.01.2022 - 30.04.2022
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Campus
Ecampus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Heli Juntunen
Teacher in charge
Heli Juntunen
Groups
-
LTMI21SVBBusiness Management, online studies
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge