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

Engelska

Valfri

Yrkeshögskoleexamen

3

5 sp

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

Marknadsföringens grunder

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

Närvaro på föreläsningarna rekommederas då
kurslitteraturen gås igenom. Närvaro samt
examinations reglerna presenteras mer i detalj på
introduktionslektionen. Innehållet i
studieavsnittet kan delvis förändras innan
undervisningen börjar så att förändringarna
presenteras på introduktionslektionen.

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

• Föreläsningar - 40 timmar
• Praktiska övningar - 25 timmar
• Basgruppsarbete - 35 timmar
• Projekt- och produktionsarbete/konstnärlig verksamhet - 35 timmar

• Kursens totala antal arbetstimmar: 135 timmar
• Varav självstyrda studieformer: 135 timmar
• Varav schemalagda studier: 0 timmar

Närundervisning

• Tentamina (skriftliga-, muntliga-, hem-)
• Essä, rapporter, produktioner och 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/ Extern länk

Ingen begränsning

12 månader efter kursens slutdatum

• Tentdatum meddelas senare - Tentamina
• Datum meddelas senare - Rapporter och produktioner