Customer relationship management (5 op)
Toteutuksen tunnus: IB00CP33-3003
Toteutuksen perustiedot
Ilmoittautumisaika
16.12.2019 - 10.01.2020
Ajoitus
06.01.2020 - 26.04.2020
Opintopistemäärä
5 op
Toteutustapa
Lähiopetus
Yksikkö
Liiketalouden koulutusyksikkö, Kouvola
Toimipiste
Kouvolan kampus
Opetuskielet
- Englanti
Koulutus
- Degree Programme in International Business
Opettaja
- Tuuli Järvinen
Vastuuopettaja
Tuuli Järvinen
Ryhmät
-
IBKV18SP1International business, full-time studies
Tavoitteet
You are able to?
describe the scope of Customer Relationship Management (CRM) from both strategic as well as operational perspective?
explain the importance of key customers and CRM as a value-creating business process?
can collect and analyse the deep customer insight?and understand the meaning of it to the business
can describe, analyse and develop the profitable business model based on customer insight?
have basic skills in how to use CRM programs
Sisältö
What is customer relationship management as a strategic management philosophy and as a key business process??
What are the principles of Key account management??
What is customer insight and what are the main data collection methods??
How to use available CRM software?programs in practice?
Arviointiasteikko
1-5
Esitietovaatimukset
Customer oriented marketing 5 ECTS credits
Customer insight and customer service 5 ECTS credits