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Customer insight and customer service (5 cr)

Code: LT00AA98-3013

General information


Enrollment

16.12.2019 - 10.01.2020

Timing

13.01.2020 - 26.04.2020

Number of ECTS credits allocated

5 op

Virtual portion

5 op

Mode of delivery

Distance learning

Campus

Ecampus

Teaching languages

  • Finnish

Seats

20 - 50

Degree programmes

  • Degree Programme in Business Management

Teachers

  • Marja-Leena Koskinen
  • Opettaja LYM1

Teacher in charge

Marja-Leena Koskinen

Groups

  • LTMI19SVA
    Business 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 in to 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