Siirry suoraan sisältöön

Customer relationship management (5op)

Toteutuksen tunnus: IB00CP33-3002

Toteutuksen perustiedot


Ilmoittautumisaika
02.01.2019 - 14.01.2019
Ilmoittautuminen toteutukselle on päättynyt.
Ajoitus
07.01.2019 - 28.04.2019
Toteutus on päättynyt.
Opintopistemäärä
5 op
Lähiosuus
3 op
Virtuaaliosuus
2 op
TKI-osuus
3 op
Toteutustapa
Monimuoto-opetus
Yksikkö
Liiketalouden koulutusyksikkö, Kouvola (vanhennettu)
Toimipiste
Kouvolan kampus
Opetuskielet
englanti
Koulutus
Degree Programme in International Business
Opettajat
Jagat Kunwar
Vastuuopettaja
Jagat Kunwar
Ryhmät
IBKV17SP1
International business, international marketing
Opintojakso
IB00CP33

Toteutukselle Customer relationship management IB00CP33-3002 ei valitettavasti löytynyt varauksia. Varauksia ei ole mahdollisesti vielä julkaistu tai toteutus on itsenäisesti suoritettava.

Tavoitteet

You are able to?
describe the scope of Customer Relationship Management (CRM) from both strategic as well as operational perspective?
explain the importance of key customers and CRM as a value-creating business process?
can collect and analyse the deep customer insight?and understand the meaning of it to the business
can describe, analyse and develop the profitable business model based on customer insight?
have basic skills in how to use CRM programs

Sisältö

What is customer relationship management as a strategic management philosophy and as a key business process??
What are the principles of Key account management??
What is customer insight and what are the main data collection methods??
How to use available CRM software?programs in practice?

Arviointi

You can
a. use professional CRM vocabulary and concepts in an expert way in different situations.
b. evaluate information sources critically
c. work as team members in working life expert duties and identify and describe the problems of the professional field.
d. evaluate operations in customer, user and target group situations.
e. choose appropriate models, methods, software and techniques according to the purpose and justify these choices.
f. apply critically the ethical principles of the professional field in different situations.

Opiskelumateriaali

- Assigned readings separated by topics
- Selected chapters from the following source materials to further your understanding ( only most important are mentioned)
- Baran, R. J. & Galka, R. J., 2013. CRM: The Foundation of Contemporary Marketing Strategy. First ed. New York: Routledge.
- Buttle, F., 2009. Customer Relationship Management: Concepts and Technologies. Second ed.
Oxford: Elsevier Ltd.

Opiskelumuodot ja -menetelmät

Scheduled track:
You are able to:
a) describe the scope of Customer Relationship Management (CRM) from both strategic as well as operational perspective
b) explain the importance of key customers and CRM as a value-creating business process
c) can collect and analyse the deep customer insight and understand the meaning of it to the business d) can describe, analyse and develop the profitable business model based on customer insight
e) have basic skills in how to use CRM programs

Tenttien ja tehtävien ajoittuminen

Resit exams take place on specific times during the academic year. Prior registration and acceptance is mandatory before appearing for the resit exam.

Arviointimenetelmät ja arvioinnin perusteet

You can:
a) use professional CRM vocabulary and concepts in an expert way in different situations.
b) evaluate information sources critically
c) work as team members in working life expert duties and identify and describe the problems of the professional field.
d) evaluate operations in customer, user and target group situations.
e) choose appropriate models, methods, software and techniques according to the purpose and justify these choices.
f) apply critically the ethical principles of the professional field in different situations.

Esitietovaatimukset

Customer oriented marketing 5 ECTS credits
Customer insight and customer service 5 ECTS credits

Siirry alkuun