Customer managementLaajuus (5 cr)

Objective

You understand the concepts of customer relationship management, development, and leadership.
You know how to lead customer relationships toward strategic partnerships.
You know how to analyse customer relationships, profitability, and interactions and utilise these analyses in creating customer strategies and managing relationships.
You know how to evaluate and develop customer relationships, taking customer profitability into account.

Content

What are the concepts of customer relationship management, development, and customer management?
How are customer relationships led toward strategic partnerships?
How are customer relationships, profitability, and interactions analysed?
How are customer relationships developed while considering customer profitability?

Evaluation

Students can
a) use professional vocabulary systematically.
b) look for information in the key information sources of the field.
e) use the key models, methods, software and techniques of the professional field.