Customer insight and customer service (5 cr)
Code: IB00CP17-3004
General information
- Enrollment
-
16.12.2019 - 10.01.2020
Registration for the implementation has ended.
- Timing
-
13.01.2020 - 24.04.2020
Implementation has ended.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 5 cr
- Mode of delivery
- Contact learning
- Unit
- Liiketalouden koulutusyksikkö, Kouvola (vanhennettu)
- Campus
- Kouvola Campus
- Teaching languages
- English
- Degree programmes
- Degree Programme in Digital International Business
- Teachers
- Hugh Clack
- Teacher in charge
- Hugh Clack
- Groups
-
IBKV19SP1Digital international business, International marketing
-
IBKV19SP2Digital international business, Global supply chain management
- Course
- IB00CP17
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 analyse 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 organisations 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?
Course material
Marketing Theory, 3rd Edition, Baker & Saren
Marketing: an introduction, 4th Edition, Masterson, Philips, Picton
Timing of exams and assignments
autumn 2020
Evaluation scale
1-5
Assessment methods and criteria
Completed tasks and final exam
Qualifications
Customer-oriented marketing