The course is included in these curricula and study modules

The course takes place in period

1 (2023-08-01 to 2023-10-22)

Level/category

Professional studies

Teaching language

English

Type of course

Compulsory

Cycle/level of course

Second

Recommended year of study

1

Total number of ECTS

5 cr

Competency aims

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

Learning outcomes

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.

Course contents

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

Prerequisites and co-requisites

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

Recommended or required reading

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

Study activities

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

Workload

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

Mode of Delivery

Multiform education

Assessment methods

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

Assessment requirements

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

- Individual exam

Teacher

Broth Joacim

Examiner

Tigerstedt Christa

Home page of the course

Group size

No limit (32 students enrolled)

Assignments valid until

12 months after course has ended

Course enrolment period

2023-08-10 to 2023-09-06

Assessment methods

  • Date of examination will be announced later - Exams
  • Date will be announced later - Reports and productions
Room reservations
Date Time Room Title Description Organizer
2023-09-06 16:30 - 20:00 B522 Customer Relationship and Service Management Broth Joacim
2023-09-07 16:30 - 20:00 B518 Customer Relationship and Service Management Broth Joacim
2023-09-09 09:30 - 16:00 B518 Customer Relationship and Service Management Join Zoom Meeting https://arcada.zoom.us/j/66843080505 Meeting ID: 668 4308 0505 Broth Joacim
2023-09-20 16:30 - 20:00 B522 Customer Relationship and Service Management The lecture takes place primarily in the classroom. But if someone is sick or cannot participate, it is possible to listen to the lesson via this Zoom link. But as I said. No hybrid lesson and the zoom link should only be seen as a link to be able to listen with. Join Zoom Meeting https://arcada.zoom.us/j/65171318905 Broth Joacim
2023-09-21 16:30 - 20:00 B518 Customer Relationship and Service Management Join Zoom Meeting https://arcada.zoom.us/j/65171318905 Meeting ID: 651 7131 8905 Broth Joacim
2023-09-23 09:30 - 16:00 B518 Customer Relationship and Service Management Broth Joacim

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