Customer Relationship Management (3 cr)
Code: LTVAMA402-3009
General information
Enrollment
15.10.2021 - 31.01.2022
Timing
31.01.2022 - 18.03.2022
Credits
3 op
Virtual proportion (cr)
3 op
Teaching languages
- Finnish
Degree programmes
- Bachelor of Business Administration, Business Management
Teachers
- Katri Juppi
Student groups
-
LITA19B
-
LITA19C
Objective
The student recognizes the role of customer relationship management. The student knows how customer knowledge can be acquired and used in strategic decision making. The student is able to classify different kind of customers on the basis of customer information. The student recognizes measurement techniques related to customer knowledge and knows how different reports on customer information can be used in marketing.
Content
- Characteristics of relationship marketing
- Phases of customer relationships and customer relationship development
- Collection and utilization of customer data
Materials
Provided by the teacher.
Teaching methods
Virtual course: independent work and exam.
Student workload
Independent work 81 h (active participation in group conversation and exam)
Evaluation scale
1-5
Assessment criteria, satisfactory (1)
Satisfactory (2-1): The student has done the work and participated as instructed. The student can describe the characteristics of customer relationship marketing. The student can evaluate the potential and role of relationship marketing in maintaining and developing customer relations. The student can apply reasonable criteria in classifying customer relationships.
Assessment criteria, good (3)
Good (4-3): The student has done the work well and participated actively. The student can to a good standard describe the characteristics of customer relationship marketing. The student can evaluate the potential and role of relationship marketing in maintaining and developing customer relations. The student can apply reasonable criteria in classifying customer relationships.
Assessment criteria, excellent (5)
Excellent (5): The student has done the work to an excellent standard and participated actively and constructively. The student can to an excellent standard describe the characteristics of customer relationship marketing. The student can evaluate the potential and role of relationship marketing in maintaining and developing customer relations. The student can apply reasonable criteria in classifying customer relationships.
Assessment methods and criteria
Group conversations 50%
Exam 50%
Qualifications
No prerequisites