Kursen ingår i dessa läroplaner och studiehelheter

Kursens undervisningsperiod

3 (2021-01-01 till 2021-03-21)

Nivå/kategori

Breddstudier

Undervisningsspråk

Engelska

Kurstyp

Valfri

Cykel/nivå

Yrkeshögskoleexamen

Rekommenderat studieår

3

Omfattning

5 sp

Kompetensmål

The aim with the course is that the student will
understand the
central concepts and models of Service management
and Customer Relationship Management (CRM).

Läranderesultat

At the end of the course the student is expected
to be able to:
- understand the Service Management and Customer
Relationship Management (CRM) disciplines
- use the Service marketing and CRM models
analytically
- understand and use the central concepts in
Service marketing
and CRM
- understand the importance of CRM systems
- understand the functionality and use of CRM
systems on a basic level

Innehåll

Course 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 groupwork
Using CRM-system online lab work
Bookexam on Service Management part

Förkunskaper

Marknadsföringens grunder

Kursen ersätter följande kurser

AB‑2‑013 (0) Service and Customer Relationship
Management/Service Management and CRM
INTERNATIONAL BUSINESS 2018 - Sales and Customer
Management
FÖRETAGSEKONOMI 2017 (MARKNADSFÖRING) -
Marknadsföring

INTERNATIONAL BUSINESS 2018 - Sales and Customer
Management
FÖRETAGSEKONOMI 2017 (MARKNADSFÖRING) -
Marknadsföring

Litteratur

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

Studieaktiviteter

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

Arbetsbelastning

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

Undervisningsform

Närundervisning

Examinationsformer

  • Tentamina (skriftliga-, muntliga-, hem-)
  • Essä, rapporter, produktioner och portfolio

Examinationskrav

To pass the course the student should pass the
following
examinations:
Examination 1: BookExam on Service Management
Examination 2: Team project comparing crm-systems
Examination 3: Exercises in online data lab

MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE.

Lärare

  • Kietz Tove
  • Nyberg Janne

Examinator

Kietz Tove

Kursens hemsida

Antal kursplatser

Ingen begränsning (21 studenter anmälda)

Delprestation i kraft till

12 månader efter kursens slutdatum

Kursanmälningstid

2020-12-24 till 2021-01-10

Examinationsformer

  • Tentdatum meddelas senare - Tentamina
  • Datum meddelas senare - Rapporter och produktioner
Rumsbokningar
Datum Tid Rum Titel Beskrivning Organisatör
2021-01-15 13:00 - 15:00 Service Management and CRM https://arcada.zoom.us/j/69141495925?pwd=SGxkSmhDcFd0c1BqQ0hnUXdhdnV3UT09 Meeting ID: 691 4149 5925 Passcode: 513557 Kietz Tove
Nyberg Janne
2021-01-18 13:15 - 15:45 Service Management and CRM https://arcada.zoom.us/j/63563123945?pwd=SGlRWFk4QnZpVHYzamw3dTR5OXhpQT09   Meeting ID: 635 6312 3945 Passcode: 078666 Kietz Tove
2021-01-22 10:15 - 11:45 Service Management and CRM https://arcada.zoom.us/j/67800555223?pwd=bklxL0duOWs0Q1g0UXNVQmVYMktsQT09   Meeting ID: 678 0055 5223 Passcode: 468059 Kietz Tove
2021-01-25 13:15 - 15:15 Service Management and CRM https://arcada.zoom.us/j/62105471503?pwd=S1Q4Z2MrdkNyWlJSQ3l0NEVhaThLZz09   Meeting ID: 621 0547 1503 Passcode: 947302 Kietz Tove
2021-01-29 10:00 - 11:30 Service Management and CRM https://arcada.zoom.us/j/69944251691?pwd=eS91cjE4aDlCcFlkdURYUi9KaG1tZz09 Meeting ID: 699 4425 1691 Passcode: 750790 Kietz Tove
2021-02-01 13:30 - 16:00 Service Management and CRM https://arcada.zoom.us/j/67420211977?pwd=K0FKRjBkVnVZOERXU2NLSmtQU3I5QT09   Meeting ID: 674 2021 1977 Passcode: 210975 Kietz Tove
2021-02-03 13:00 - 15:30 Service Management and CRM - Book Exam in ITSLEARNING (Not Zoom) Kietz Tove
2021-02-04 12:30 - 16:30 Service Management and CRM - Guestlecture SalesForce https://arcada.zoom.us/j/63809538990?pwd=UWFoUDBDcTRCUlE2SEZDZ2dtK3Jsdz09 Meeting ID: 638 0953 8990 Passcode: 538475 Kietz Tove
2021-02-08 13:00 - 15:30 Service Management and CRM Guest lecture Vainu 13-14 o'clock and then group work time https://arcada.zoom.us/j/66807702747?pwd=K0F5ZmdQQkYrY2o3eEN5QzI5Y1pKdz09 Meeting ID: 668 0770 2747 Passcode: 887982 Kietz Tove
2021-02-12 08:30 - 12:30 Service Management and CRM From 8.30-11.00 Groupwork time. If you want to be put in break-out-rooms that will be possible. From 11-12.30 GUESTLECTURE: Stefan Saxberg / Lime crm-system https://arcada.zoom.us/j/62673955598?pwd=aFluMHZkZmZsckJTMVI1YUV1WHo2QT09 Meeting ID: 626 7395 5598 Passcode: 047141 Kietz Tove
2021-02-15 13:00 - 15:30 E385 Service Management and CRM Janne Nyberg is inviting you to a scheduled Zoom meeting. Join Zoom Meeting https://arcada.zoom.us/j/68153721046?pwd=RjQ2aXJmdUlqVXhmK3N1N0krWHc5Zz09 Meeting ID: 681 5372 1046 Passcode: 176935 Join by SIP 68153721046@109.105.112.236 68153721046@109.105.112.235 Join by H.323 109.105.112.236 109.105.112.235 Meeting ID: 681 5372 1046 Passcode: 176935 Kietz Tove
Nyberg Janne
2021-02-19 09:00 - 13:00 E385 Service Management and CRM Nyberg Janne
2021-02-26 12:30 - 16:30 E385 Service Management and CRM Janne Nyberg is inviting you to a scheduled Zoom meeting.   Join Zoom Meeting https://arcada.zoom.us/j/63510158575?pwd=b2o0OGZVVUJBb2hOYXowbmpVUlo2dz09   Meeting ID: 635 1015 8575 Passcode: 678530   Join by SIP 63510158575@109.105.112.236 63510158575@109.105.112.235   Join by H.323 109.105.112.236 109.105.112.235 Meeting ID: 635 1015 8575 Passcode: 678530   Nyberg Janne
2021-03-03 13:00 - 15:30 Service Management and CRM - Re-exam 1 Kietz Tove
2021-04-12 09:15 - 11:45 Service Management and CRM - Re-exam 2 Kietz Tove

Kurs och studieplanssökning