AB-3-016

• 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

English

Optional

First

3

5 cr

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

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)

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

Introduction to Marketing

AB-2-013 (0) Service and Customer Relationship Management/Service Management and CRM

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.

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: Individual and group assignments
Examination 3: Crm-system exercises in online data
lab

MORE DETAILS ABOUT EXAMINATION DURING INTRODUCTION
LECTURE.

• Kietz Tove
• Nyberg Janne

Kietz Tove

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

No limit

12 months after course has ended

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