Customer Relationship DevelopmentLaajuus (6 ECTS)

Objective

On completion of the course the students will be able to analyze both consumer and organizational behavior and consumption. The student will also be able to design development measures on the basis of the analysis and provide practical solutions to various situations. The student knows how to develop the company's strategic accounts and to create and develop the company's service offering in order to meet the needs of customers. Part of the course is executed in English.

Content

- the buying behavior theories and frames of reference
- analysis tools
- service and sales process design
- customer relationship management tools
- product and service concepts
- research and follow-up of customer knowledge

Qualifications

Marketing and sales

Assessment criteria, satisfactory (1)

Students have achieved the course objectives fairly. Students will be able to identify, define and use the course subject area’s concepts and models. The student understands the criteria and principles of the expertise development.

Assessment criteria, good (3)

Students have achieved the course objectives well, even though the knowledge and skills need improvement on some areas. Students are able to define the course concepts and models and are able to justify the analysis. The student is able to apply their knowledge in leisure, study and work situations. The student understands the importance of expertise in the field of business and is able to analyze his/her own expertise.

Assessment criteria, excellent (5)

Students have achieved the objectives of the course with excellent marks. Students master commendably the course subject area’s concepts and models. Students are able to make justified and fluent analysis and to present concrete development measures. The students are well prepared to apply their knowledge in leisure, study and work situations. Students are able to analyze the business sector expertise and the evolvement of their own expertise.