Customer intelligence (5 cr)

Objective

You are able to define the role and importance of a customer in the service production process.
You are able to define and describe factors affecting the customer behaviour of different customer groups.
You are able to define and identify factors affecting customer experience.
You are able to search for and analyse information to have better customer insight and exploit it in building customer relationships.

Content

What is the role and importance of the customer in the service production process?
What factors affect the customer behaviour of consumers, companies and organisations?
What does customer experience consist of and how can you gain insight into it?
How are customer relationships built, maintained and developed?

Evaluation

You know how to
a.use professional vocabulary systematically
b.look for information in the key information sources of the field
e. use the key models and methods of the professional field

Evaluation scale

1-5

Qualifications

Marketing of wellbeing services