AB-3-016 (0) - Service Management and CRM

• International business 2018 - Sales and customer management
• International business 2019 - Sales and customer management
• International business 2020 - Sales and customer management
• International business 2021 - Sales and customer management
• International business 2022 - Sales and customer management

3 (2023-01-01 to 2023-03-19)

English

Optional

First

3

5 cr

Within this study unit we will focus on the
following competencies:

Customer-centric competency

Fact-based decision making

​Learning and Career-oriented Competencies

SDG's in focus: 4,8,9,12

Once you have completed the study unit you will
have?

- define the Service Management and Customer
Relationship Management (CRM) disciplines
(knowledge)
- use the Service marketing and CRM models
analytically (skill)
- apply the central concepts in Service marketing
and CRM (skill)
- understand the importance of CRM systems
(attitude)
- handle the functions of CRM systems on a basic
level (skill)​

Study unit introduction
Service quality
Service in a consumer context
Service in an industrial context
Customer Relationship Management
Customer loyalty
Value creation
Comparison of different CRM systems groupwork
Using CRM-system online lab work
Bookexam on Service Management part

Introduction to Marketing

AB‑2‑013 (0) Service and Customer Relationship
Management/Service Management and CRM
INTERNATIONAL BUSINESS 2018 - Sales and Customer
Management
FÖRETAGSEKONOMI 2017 (MARKNADSFÖRING) -
Marknadsföring

Services, Marketing and Management: Gilmore,
Audrey Pages:
220 Publisher: SAGE Publications Ltd.
(UK) Location: London,
GBR Date Published: 03/2003
Read pages: 1 - 178

Managing Customer Relationships : A Strategic
Framework (2nd
Edition), Peppers, Don Rogers, Martha Pages:
530 Publisher: John
Wiley & Sons Location: Hoboken, NJ, USA Date
Published:
03/2011
Read pages: 1 - 70

Power Point slides from lectures by Tove Kietz

• Lectures - 40 hours
• Practical exercises - 25 hours
• Small-group work - 35 hours
• Project- and production work/artistic activities - 35 hours

• Total workload of the course: 135 hours
• Of which autonomous studies: 135 hours
• Of which scheduled studies: 0 hours

Participation in tuition

• Exams (written-, oral-, home-)
• Essays, reports, productions and portfolio

To pass the study unit the student should pass the
following examinations with min. 50% of points:
Examination 1: Book Exam on Service Management
Examination 2: Group work comparing crm-systems
Examination 3: Crm-system exercises in online data
lab

MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE.

• Kietz Tove
• Nyberg Janne

Kietz Tove

https://arcada.itslearning.com/ External link

No limit (19 students enrolled)

12 months after course has ended

2022-12-26 to 2023-01-05

• Date of examination will be announced later - Exams
• Date will be announced later - Reports and productions