Customer relationship management (5 op)
Toteutuksen tunnus: IB00CP33-3004
Toteutuksen perustiedot
Ilmoittautumisaika
14.12.2020 - 14.01.2021
Ajoitus
01.01.2021 - 02.05.2021
Opintopistemäärä
5 op
Virtuaaliosuus
3 op
TKI-osuus
3 op
Toteutustapa
40 % Lähiopetus, 60 % Etäopetus
Yksikkö
Liiketalouden koulutusyksikkö, Kouvola
Opetuskielet
- Englanti
Koulutus
- Degree Programme in Digital International Business
Opettaja
- Jagat Kunwar
Vastuuopettaja
Jagat Kunwar
Ryhmät
-
IBKV19SP1Digital international business, International marketing
-
IBKV19SP2Digital international business, Global supply chain management
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