Kursen ingår i dessa läroplaner och studiehelheter
- Företagsekonomi 2013 (marknadsföring) - Marknadsföring
- Företagsekonomi 2014 (marknadsföring) - Marknadsföring
- Företagsekonomi 2015 (marknadsföring) - Marknadsföring
- Företagsekonomi 2016 (marknadsföring) - Marknadsföring
- Företagsekonomi 2017 (marknadsföring) - Marknadsföring
- Företagsekonomi 2018 (marknadsföring) - Marknadsföring
Kursens undervisningsperiod
1 (2018-08-01 till 2018-10-21)
Nivå/kategori
Undervisningsspråk
Engelska
Kurstyp
Obligatorisk
Cykel/nivå
Yrkeshögskoleexamen
Rekommenderat studieår
2
Omfattning
5 sp
Kompetensmål
The aim with the course is that the student will
understand the
central concepts and models of service management
and CRM.
Läranderesultat
At the end of the course the student is expected
to be able to:
- understand the service management and 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 an introduction
Customer loyalty
Value creation
Comparison of different CRM systems
Exam preparation and group work
Förkunskaper
Introduction to Marketing
Marknadsföringens grunder
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 - 24 timmar
- Projekt- och produktionsarbete/konstnärlig verksamhet - 40 timmar
- Självstudier - 45 timmar
- Nätbaserade - 24 timmar
- Tentamen - 2 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: Exam
Examination 2: Team project
Examination 3: Guestlectures mandatory
The examinations contribute to the final grade as
follows: Exam
50 % and Team project 35 % and Guestlectures 15%.
For more information see lecturers material.
Lärare
Kietz Tove
Examinator
Fabricius Susanna
Kursens hemsida
Antal kursplatser
Ingen begränsning (77 studenter anmälda)
Delprestation i kraft till
12 månader efter kursens slutdatum
Kursanmälningstid
2018-08-13 till 2018-09-09
Examinationsformer
- 2018-09-26 - Tentamina
- 2018-10-28 - Rapporter och produktioner
Datum | Tid | Rum | Titel | Beskrivning | Organisatör |
---|---|---|---|---|---|
2018-08-28 | 09:15 - 10:45 | D4107-08 | Service and Customer Relationship Management | Kietz Tove | |
2018-08-30 | 12:30 - 14:00 | F249 | Service and Customer Relationship Management | Kietz Tove | |
2018-09-04 | 09:15 - 12:00 | D4106 | Service and Customer Relationship Management | Kietz Tove | |
2018-09-10 | 09:15 - 10:45 | F249 | Service and Customer Relationship Management | Kietz Tove | |
2018-09-11 | 09:15 - 10:45 | D4107-08 | Service and Customer Relationship Management | Kietz Tove | |
2018-09-17 | 08:30 - 10:00 | D4107-08 | Service and Customer Relationship Management | Kietz Tove | |
2018-09-18 | 08:30 - 10:00 | D4107-08 | Service and Customer Relationship Management | Kietz Tove | |
2018-09-25 | 15:30 - 18:00 | F143 | Service and Customer Relationship Management | Exam | Kietz Tove |
2018-10-03 | 13:00 - 14:30 | F249 | Service and Customer Relationship Management | Guest lecturer Peter Kietz | Kietz Tove |
2018-10-03 | 14:30 - 16:00 | B518 | Service and Customer Relationship Management | Guest lecturer Peter Kietz | Kietz Tove |
2018-10-03 | 14:45 - 16:00 | F249 | Service and Customer Relationship Management | Kietz Tove | |
2018-10-11 | 13:00 - 16:00 | F249 | Service and Customer Relationship Management | Guest lecturer Stefan Saxberg | Kietz Tove |
2018-10-16 | 12:00 - 14:30 | F249 | Service and Customer Relationship Management | Sini Hohkuri - guestlecturer from vainu.io | Kietz Tove |
2018-10-16 | 15:00 - 16:15 | E385 | Service and Customer Relationship Management | Jamaar Powe-Ignatius: Demo of Zoho | Kietz Tove |
2018-10-18 | 14:15 - 17:00 | F143 | Service and Customer Relationship Management | Guest lecturer Peter Lindholm | Kietz Tove |
2018-11-13 | 13:15 - 16:00 | F249 | Service and Customer Relationship Management | Re-exam 1 | Kietz Tove |
2018-12-14 | 09:15 - 12:00 | B320 | Service and Customer Relationship Management | Re-exam 2 | Kietz Tove |
2019-05-28 | 09:15 - 12:00 | D4106 | Service and Customer Relationship Management | Kietz Tove |