Customership knowledge in service businessLaajuus (5 cr)

Objective

You know the concepts of customer relationship management, development and account management.
You know how to analyse customer relationships and customer profitability and utilise analyses in customer relationship management and development.
You know how to assess and develop customer relationships, taking into account customer profitability.

Content

What are the concepts of customer relationship management and development?
How are customer relationships and customer profitability analysed?
How are customer relationships assessed and developed, taking into account customer account 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.