The course is included in these curricula and study modules
The course takes place in period
3 (2021-01-01 to 2021-03-21)
Level/category
Teaching language
English
Type of course
Optional
Cycle/level of course
First
Recommended year of study
3
Total number of ECTS
5 cr
Competency aims
The aim with the course is that the student will
understand the
central concepts and models of Service management
and Customer Relationship Management (CRM).
Learning outcomes
At the end of the course the student is expected
to be able to:
- understand the Service Management and Customer
Relationship Management (CRM) disciplines
- use the Service marketing and CRM models
analytically
- understand and use the central concepts in
Service marketing
and CRM
- understand the importance of CRM systems
- understand the functionality and use of CRM
systems on a basic level
Course contents
Course 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
Prerequisites and co-requisites
Introduction to Marketing
Previous course names
AB‑2‑013 (0) Service and Customer Relationship
Management/Service Management and CRM
INTERNATIONAL BUSINESS 2018 - Sales and Customer
Management
FÖRETAGSEKONOMI 2017 (MARKNADSFÖRING) -
Marknadsföring
Recommended or required reading
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
Study activities
- Lectures - 40 hours
- Practical exercises - 25 hours
- Small-group work - 35 hours
- Project- and production work/artistic activities - 35 hours
Workload
- Total workload of the course: 135 hours
- Of which autonomous studies: 135 hours
- Of which scheduled studies: 0 hours
Mode of Delivery
Participation in tuition
Assessment methods
- Exams (written-, oral-, home-)
- Essays, reports, productions and portfolio
Assessment requirements
To pass the course the student should pass the
following
examinations:
Examination 1: BookExam on Service Management
Examination 2: Team project comparing crm-systems
Examination 3: Exercises in online data lab
MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE.
Teacher
- Kietz Tove
- Nyberg Janne
Examiner
Kietz Tove
Home page of the course
Group size
No limit (21 students enrolled)
Assignments valid until
12 months after course has ended
Course enrolment period
2020-12-24 to 2021-01-10
Assessment methods
- Date of examination will be announced later - Exams
- Date will be announced later - Reports and productions
Date | Time | Room | Title | Description | Organizer |
---|---|---|---|---|---|
2021-01-15 | 13:00 - 15:00 | Service Management and CRM | https://arcada.zoom.us/j/69141495925?pwd=SGxkSmhDcFd0c1BqQ0hnUXdhdnV3UT09 Meeting ID: 691 4149 5925 Passcode: 513557 | Kietz Tove Nyberg Janne |
|
2021-01-18 | 13:15 - 15:45 | Service Management and CRM | https://arcada.zoom.us/j/63563123945?pwd=SGlRWFk4QnZpVHYzamw3dTR5OXhpQT09 Meeting ID: 635 6312 3945 Passcode: 078666 | Kietz Tove | |
2021-01-22 | 10:15 - 11:45 | Service Management and CRM | https://arcada.zoom.us/j/67800555223?pwd=bklxL0duOWs0Q1g0UXNVQmVYMktsQT09 Meeting ID: 678 0055 5223 Passcode: 468059 | Kietz Tove | |
2021-01-25 | 13:15 - 15:15 | Service Management and CRM | https://arcada.zoom.us/j/62105471503?pwd=S1Q4Z2MrdkNyWlJSQ3l0NEVhaThLZz09 Meeting ID: 621 0547 1503 Passcode: 947302 | Kietz Tove | |
2021-01-29 | 10:00 - 11:30 | Service Management and CRM | https://arcada.zoom.us/j/69944251691?pwd=eS91cjE4aDlCcFlkdURYUi9KaG1tZz09 Meeting ID: 699 4425 1691 Passcode: 750790 | Kietz Tove | |
2021-02-01 | 13:30 - 16:00 | Service Management and CRM | https://arcada.zoom.us/j/67420211977?pwd=K0FKRjBkVnVZOERXU2NLSmtQU3I5QT09 Meeting ID: 674 2021 1977 Passcode: 210975 | Kietz Tove | |
2021-02-03 | 13:00 - 15:30 | Service Management and CRM - Book Exam in ITSLEARNING (Not Zoom) | Kietz Tove | ||
2021-02-04 | 12:30 - 16:30 | Service Management and CRM - Guestlecture SalesForce | https://arcada.zoom.us/j/63809538990?pwd=UWFoUDBDcTRCUlE2SEZDZ2dtK3Jsdz09 Meeting ID: 638 0953 8990 Passcode: 538475 | Kietz Tove | |
2021-02-08 | 13:00 - 15:30 | Service Management and CRM | Guest lecture Vainu 13-14 o'clock and then group work time https://arcada.zoom.us/j/66807702747?pwd=K0F5ZmdQQkYrY2o3eEN5QzI5Y1pKdz09 Meeting ID: 668 0770 2747 Passcode: 887982 | Kietz Tove | |
2021-02-12 | 08:30 - 12:30 | Service Management and CRM | From 8.30-11.00 Groupwork time. If you want to be put in break-out-rooms that will be possible. From 11-12.30 GUESTLECTURE: Stefan Saxberg / Lime crm-system https://arcada.zoom.us/j/62673955598?pwd=aFluMHZkZmZsckJTMVI1YUV1WHo2QT09 Meeting ID: 626 7395 5598 Passcode: 047141 | Kietz Tove | |
2021-02-15 | 13:00 - 15:30 | E385 | Service Management and CRM | Janne Nyberg is inviting you to a scheduled Zoom meeting. Join Zoom Meeting https://arcada.zoom.us/j/68153721046?pwd=RjQ2aXJmdUlqVXhmK3N1N0krWHc5Zz09 Meeting ID: 681 5372 1046 Passcode: 176935 Join by SIP 68153721046@109.105.112.236 68153721046@109.105.112.235 Join by H.323 109.105.112.236 109.105.112.235 Meeting ID: 681 5372 1046 Passcode: 176935 | Kietz Tove Nyberg Janne |
2021-02-19 | 09:00 - 13:00 | E385 | Service Management and CRM | Nyberg Janne | |
2021-02-26 | 12:30 - 16:30 | E385 | Service Management and CRM | Janne Nyberg is inviting you to a scheduled Zoom meeting. Join Zoom Meeting https://arcada.zoom.us/j/63510158575?pwd=b2o0OGZVVUJBb2hOYXowbmpVUlo2dz09 Meeting ID: 635 1015 8575 Passcode: 678530 Join by SIP 63510158575@109.105.112.236 63510158575@109.105.112.235 Join by H.323 109.105.112.236 109.105.112.235 Meeting ID: 635 1015 8575 Passcode: 678530 | Nyberg Janne |
2021-03-03 | 13:00 - 15:30 | Service Management and CRM - Re-exam 1 | Kietz Tove | ||
2021-04-12 | 09:15 - 11:45 | Service Management and CRM - Re-exam 2 | Kietz Tove |