•   Customer insight and customer experience LT00DT58-3001 31.08.2020-07.12.2020  5 credits  (LTKV20KM) +-
    Learning outcomes of the course
    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.
    Prerequisites and co-requisites
    Customer-oriented marketing (5 ECTS credits), or equivalent knowledge
    Course contents
    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?
    Name of lecturer(s)

    Katariina Palmu

    Mode of delivery

    40% Face-to-face, 60% Distance learning

    Language of instruction

    Tuition in Finnish

    Timing

    31.08.2020 - 07.12.2020

    Enrollment date

    15.08.2020 - 04.09.2020

    5 credits

    Group(s)
    • LTKV20KM
    Seats

    20 - 60

    Unit, in charge

    Liiketalouden koulutusyksikkö, Kouvola (not translated)

    Teacher(s)

    Katariina Palmu

    Programme(s)

    Degree Programme in Business Management

    Unit location

    Kouvola Campus

    Virtual proportion

    3 credits

    Evaluation scale

    1-5