Customer relationship management
| Structure Type: | Course |
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| Code: | KD07BMMA111 |
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| Type: | Elective |
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| Level: | Bachelor |
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| Credits: | 3.0 points |
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| Responsible Teacher: | Anttila, Terhi |
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| Teacher Team: | Anttila, Terhi |
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| Language of Instruction: | Finnish |
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Learning Outcomes
Students will be aware of the special features of relations marketing especially in the context of marketing goods. They will understand the role of relations marketing in the various phases the a product's/service's lifespan and in the maintenance and development of customer relations. Students will be competent in managing customer relations in the various phases of the lifespan.
Student's Workload
- lectures and presentations 30 h
- group work 20 h
- independent work 30 h
Prerequisites / Recommended Optional Courses
Basics of Business Competence
Contents
- Relations marketing
- Marketing of services/goods in the various phases of their lifespan
- Customer management in the lifespan of the customer relationship
Recommended or Required Reading
- Gummesson E. 2004. Suhdemarkkinointi 4 P:stä 30 R:ään
- Mäntyneva M. 2001. Asiakkuudenhallinta
- Other material provided by the lecturer
Mode of Delivery / Planned Learning Activities and Teaching Methods
- lectures and presentations
- group work
- independent work
Assessment Criteria
Will be announced at the beginning of the course.
Assessment Methods
- exam 60%
- group work 40 %
The student must pass both parts to receive a grade for the course.
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