MB-2-001 (0) - Customer Relationship and Service Management

• International business management - a nordic focus 2012 - Marketing management
• International business management - a nordic focus 2014 - Marketing management
• International business management - a nordic focus 2015 - Marketing management
• International business management - a nordic focus 2016 - Marketing management
• International business management 2017 - Business management
• International business management 2018 - Business management
• International business management 2019 - Business management
• International business management 2020 (part-time) - Business management
• International business management 2020 (full-time) - Business management
• International business management 2021 (full-time) - Business management - specialised professional studies
• International business management 2021 (part-time) - Business management - specialised professional studies
• International business management 2022 (part-time) - Business management - specialised professional studies
• International business management 2022 (full-time) - Business management - specialised professional studies
• International business management 2023 (full-time) - Business management - specialised professional studies
• International business management 2023 (part-time) - Business management - specialised professional studies

1 (2022-08-01 to 2022-10-23)

English

Compulsory

Second

1

5 cr

In this study unit the focus will be for you to
build the following competences:

- Competence in managing and expanding a business
in changing conditions
- Competence in CRM systems (processes, logic, and
ways of working)
- Competence in international business conduct,
spoken and written business communication,
teamwork

After completing the study unit, you:

(knowledge)

- can explain different approaches to CRM and
service management and discuss various aspects of
relationship building and service quality.
- understand the importance of adopting high
standards in conduct and communication

(skills)

- know how to develop customer relationships.
- adopt a polite and polished style of written and
spoken communication.

(attitude)

- develop strategic thinking.
- increase your awareness of and adopt a
sensitivity towards differences in the code of
conduct in different business encounters.

o What is marketing?
o Introduction to CRM
o Who is the customer?
o The customer life cycle
o Customer loyalty
o Customer value creation process
o The future of CRM?
o Introduction to services marketing
o Service quality
o Individual and/or group assignment
o Service concept and development process
o Service Innovation
o Written exam

A bachelor degree and at least two years work
experience gained after completing the higher
education degree.

Digital material in ItsLearning: books, scientific
articles, and articles in popular press.

• Lectures - 20 hours
• Practical exercises - 8 hours
• Project- and production work/artistic activities - 40 hours
• Individual studies - 60 hours

• Total workload of the course: 128 hours
• Of which autonomous studies: 128 hours
• Of which scheduled studies: 0 hours

Multiform education

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

To pass the course the student should pass the
following examinations:

- Individual exam

Broth Joacim

Nyman Henrik

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

No limit (22 students enrolled)

12 months after course has ended

2022-08-10 to 2022-09-06

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