FE-2-042

• Business administration 2005 (marketing focused on sme) - Marketing
• Business administration 2005 (management accounting) - Marketing
• Business administration 2005 (international logistics) - Marketing
• Business administration 2006 (marketing focused on sme) - Marketing
• Business administration 2006 (management accounting) - Marketing
• Business administration 2006 (international logistics) - Marketing
• Business administration 2008 (management accounting) - Marketing
• Business administration 2008 (international logistics) - Marketing
• Business administration 2008 (marketing focused on sme) - Digital business
• Business administration 2007 (management accounting) - Marketing
• Business administration 2007 (international logistics) - Marketing
• Business administration 2007 (marketing focused on sme) - Marketing
• Business administration 2009 (management accounting) - Marketing
• Business administration 2009 (international logistics) - Marketing
• Business administration 2009 (marketing) - Digital business
• Business administration 2010 (marketing) - Digital business
• Business administration 2010 (international logistics) - Marketing
• Business administration 2011 (marketing) - Digital business
• Business administration 2011 (international logistics) - Marketing
• Business administration 2010 (financial management) - Marketing
• Business administration 2012 (international logistics) - Marketing
• Business administration 2012 (marketing) - Digital business
• Tourism 2005 - Marketing
• Tourism 2006 - Marketing
• Tourism 2007 - Marketing
• Tourism 2008 - Marketing
• Tourism 2009 - Marketing
• Tourism 2010 - Marketing
• Tourism 2011 - Marketing
• Tourism 2012 - Marketing

English

Compulsory

First

2

5 cr

The aim of the course is to present the background to and current
perspectives on customer relationships.

At the end of the course the student is expected to be able to
understand the importance of customers and customer
relationships both from a business to business and a business to
consumer perspective. Apart from this the student is expected in
a creative way see the possibilities to create value both to the
customer and the supplying company. In addition to this the
student will get acquainted to and work with the Microsoft CRM
4.0 system.

The course will include at least the following themes:
*The background to the relationship perspective in marketing
*Who is the customer?
*What is a customer relationship?
*Buying as an activity
*Customer processes
*Customer loyalty
*Customer loyalty programs
*Value for the customer-what is that?
*Create value in a customer relationship or in a transaction
*Services and division of work a possibility
*Customer profitability and earning logic
*CRM IT-system
*Etc.

None, but good if the student has conducted a basic course in
marketing

none

The course is in the first place intended for students in marketing
from the program in business at Arcada. In the second place it is
intended for students from the program in tourism at Arcada.

Dyché, J. (2002): The CRM Handbook, A Business Guide to
Customer Relationship Management
Rosenbröijer, C-J. (2008/2009): Lecture material, ARCADA

• Lectures - 40 hours
• Project- and production work/artistic activities - 50 hours
• Individual studies - 50 hours

• Total workload of the course: 140 hours
• Of which autonomous studies: 140 hours
• Of which scheduled studies: 0 hours

Participation in tuition

• Demonstrations and proficiency exams
• Essays, reports, productions and portfolio

Rosenbröijer Carl-Johan

Rosenbröijer Carl-Johan

No limit

Until date 2012-05-30

• Date will be announced later - Demonstrations and presentations
• Date will be announced later - Reports and productions