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Customer insight and customer experience (5 cr)

Code: LT00DT58-3006

General information


Enrollment

14.12.2020 - 14.01.2021

Timing

11.01.2021 - 07.03.2021

Number of ECTS credits allocated

5 op

Mode of delivery

Contact teaching

Campus

Mikkeli Campus

Teaching languages

  • Finnish

Seats

20 - 60

Degree programmes

  • Degree Programme in Business Management

Teachers

  • Heli Juntunen

Teacher in charge

Heli Juntunen

Groups

  • LTMI20SM
    Business Management, part-time 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 into 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 (5 ECTS credits), or equivalent knowledge