The course is included in these curricula and study modules
- 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
- International business 2023 - Sales and customer management
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
In this study unit the focus lies on the following
competencies:
Customer-centric competency
Fact-based decision making competency
Learning and Career-oriented competencies
SDG's in focus: 4, 8, 9, 12
Learning outcomes
Upon completion of this study unit:
You can define the Service Management and Customer
Relationship Management (CRM) disciplines.
(Knowledge)
You can use the Service marketing and CRM models
analytically. (Skills)
You are able to apply the central concepts in
Service
marketing and CRM. (Skills)
You understand the importance of CRM systems.
(Approach)
You handle the functions of CRM systems on a basic
level. (Skills)
Course contents
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
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
Additional information
Attendance is highly recommended throughout the
study unit. The rules concerning attendance and
grading will be explained during the
introduction lecture. The information given in this
content description is subject to change.
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 study unit the student should pass the
following examinations with min. 50% of points:
Examination 1: Book Exam on Service Management
Examination 2: Individual and group assignments
Examination 3: Crm-system exercises in online data
lab
MORE DETAILS ABOUT EXAMINATION DURING INTRODUCTION
LECTURE.
Teacher
- Kietz Tove
- Nyberg Janne
Examiner
Kietz Tove
Home page of the course
Group size
No limit
Assignments valid until
12 months after course has ended
Assessment methods
- Date of examination will be announced later - Exams
- Date will be announced later - Reports and productions