Skip to main content

Customer Relationship Management (3 cr)

Code: LTVAMA402-3011

General information


Enrollment
13.11.2023 - 22.01.2024
Registration for the implementation has ended.
Timing
29.01.2024 - 17.03.2024
Implementation has ended.
Number of ECTS credits allocated
3 cr
Local portion
0 cr
Virtual portion
3 cr
Mode of delivery
Distance learning
Unit
SeAMK Business Management and SME Business Management
Campus
SeAMK Seinäjoki, Frami
Teaching languages
Finnish
Seats
0 - 40
Degree programmes
Bachelor of Business Administration, Business Management
Teachers
Terhi Anttila
Course
LTVAMA402

Evaluation scale

1-5

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

- Ahvenainen, P., Gylling, J. & Leino, S. (2017). Viiden tähden asiakaskokemus : tee
asiakkaistasi faneja. Helsinki: Kauppakamari. Myös e-kirjana.
- Bergström ja Leppänen (2021). Yrityksen asiakasmarkkinointi. Luku 6: Asiakkuuksien hallinta. Helsinki: Edita. Myös e-kirjana.
- Hellman, K. & Värilä, S. (2009). Arvokas asiakas. Asiakaspääoman, asiakaskannattavuuden ja asiakasriskien johtaminen. Hämeenlinna: Talentum.
- Killström, M. (2020). Vetoa tunteisiin: luo parempia asiakaskokemuksia ja pysyvämpiä
asiakassuhteita.
- Korkiakoski, K. (2019). Asiakaskokemus ja henkilöstökokemus : uusi aika, uudenlainen
johtaminen. Luku 2: Asiakaskokemus, sen selvittäminen ja mittaaminen. Helsinki: Alma
Talent. Myös e-kirjana.
- Korkiakoski, K & Gerdt, B. (2016). Ylivoimainen asiakaskokemus: työkalupakki. Helsinki: Talentum.
- Löytänä, J. & Kortesuo, K. (2011). Palvelubisneksestä kokemusbisnekseen. Helsinki:
Talentum. Myös e-kirjana.
- Mäntyneva, M. (2019). Key account management : kasvata yrityksesi avainasiakkuuksia. Helsinki: Kauppakamari. Myös e-kirjana.
- Mäntyneva, M. (2001). Asiakkuudenhallinta. Helsinki: WSOY.
- The Material in Moodle

Teaching methods

-Virtual teaching
-Independent work
-Learning assignments
-Common feedback

Student workload

Total workload 80 h:
-Familiarization with the course material
-Learning assignments

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.

Qualifications

No prerequisites

Go back to top of page