Customer insights and customer experienceLaajuus (5 cr)
Code: LT00FA14
Credits
5 op
Objective
You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups and define the segmentation criteria for target group selection.
You recognise the importance of buyer personas as a basis for developing customer insight and customer experience.
You can search for and analyse information to have better customer insight.
You are able to define and identify factors affecting customer experience as a whole.
Content
How do consumers, companies and organizations differ as customers?
What are customer personas, and how are they used as a basis for developing customer insight and customer experience?
How are customer relationships built, maintained and developed?
What does customer experience consist of, and how can it be developed and managed?