Customer intelligence (5 cr)

Objective

As the result of this study unit you will be able to
* explain the factors of customer value
* define various customerships
* plan a customer vision and customer strategy for an organisation
* classify and analyse customerships using related tools
* interpret customer analyses and plan development actions.

Content

* How to explain the factors of customer value?
* How to define various customerships?
* How to plan a customer vision and customer strategy for an organization?
* How to classify and analyse customerships using related tools?
* How to interpret customer analyses and plan development actions?

Course material

The course outline and the group and individual tasks are presented in Learn. Additionally, handouts are provided when necessary.

Study forms and methods

Teaching is carried out entirely face-to-face on the Kouvola campus according to the timetable. Remote participation is not possible. In principle, face-to-face teaching is not recorded, and it is not replaced by remote lectures when face-to-face teaching is given. Attendance is necessary to complete the course.
• Teacher guidance is available in connection with the ongoing lessons.
• The assessed tasks are done independently and as a group.
• The course utilizes different feedback methods - written and oral feedback. Peer feedback is also used.

RDI and work-related cooperation

The learning tasks of the course are based on assignments from working life.

Timing of exams and assignments

Learning tasks are completed at the end of each section.
During the study period, a project task is completed in groups, which must be ready by the end of the study period.
An exam will be taken at the last face-to-face teaching session of the course.

The course ends at the time indicated in the implementation information. By this time, the student has returned the required tasks, completed any exams and met other requirements for an approved performance.

Student workload

• 1 ECTS corresponds to approximately 27 hours of student work. However, the amount of work depends on your study skills and previous knowledge.
• In the 5-credit course, the student's workload is approximately 135 hours.

Course part description

The project task is evaluated by the lecturer and peer feedback.

Further information

Further details of the course completion are presented at the start of the course. For additional information, please contact Slaveya at slaveya.hamalainen@xamk.fi.

Evaluation scale

1-5

Assessment methods and criteria

The evaluation is done in relation to the competence goals and evaluation criteria of the course. Successful course completion requires all course components - project, exam and participation - to be completed with an approved grade.

Evaluation scale of the course: 1–5

Qualifications

No prerequisities