Customer Relationship Management
| Structure Type: | Course |
|---|
| Code: | KD22ASLI03 |
|---|
| Type: | Elective |
|---|
| Level: | Master |
|---|
| Credits: | 5.0 points |
|---|
| Responsible Teacher: | Aho, Anne-Maria |
|---|
| Teacher Team: | Mäkeläinen, Ville-Pekka |
|---|
| Language of Instruction: | Finnish |
|---|
Course Implementations, Planned Year of Study and Semester
| Curriculum | Semester | Credits | Start of Semester | End of Semester |
| Y31-2013 |
2 autumn |
5.0 |
2014-09-01 |
2014-12-31 |
| Y31-2015 |
2 autumn |
5.0 |
2016-08-01 |
2016-12-31 |
Learning Outcomes
Students will understand the meaning of relationship marketing in business based on permanent customer relations. They will also understand the concept of Customer Relationship Management and its applications in the marketing of consumer durables, services and B-2-B products. Students will master the concept of CRM and its application both from the theoretical viewpoint and from the perspective of practical implementation.
Student's Workload
Will be announced at the beginning of the course.
Prerequisites / Recommended Optional Courses
No previous studies are required.
Contents
The concept of relationship marketing is being discussed during the lectures. Its implementation into practice is being discussed from CRM and own enterprise / organization point of view and through cases. The characteristics and opportunities of a CRM system are introduced during the course. An applied report about CRM application in your own company / organization is a vital part of the course.
Recommended or Required Reading
To be announced later.
Mode of Delivery / Planned Learning Activities and Teaching Methods
- Lectures
- Exercises
- Assignment
Assessment Criteria
Excellent (5): The student has carried out work to an excellent standard and participated actively and constructively. Student has shown in the course ability to comprehend the concepts of the course and apply the concepts in practical business cases: Student has been able to develop creative solutions in the assignment of the course. Good (4-3): The student has carried out work very well and participated actively and constructively. Student has shown in the course ability to comprehend the concepts of the course and apply the concepts in practical business cases: Student has been able to develop solutions for the case company in the assignment of the course. Satisfactory (2-1): The student has participated actively in the course. Student has shown in the course ability to comprehend the basic concepts of the course: Student has been able to use the basic concepts of the course in the case company’s assignment.
Assessment Methods
The assessment takes into account the working methods, problem-solving skills and the ability to apply theoretical knowledge in order to develop the working and business practices.
Back