AB-3-016 (0) - Service Management and CRM

• 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

3 (2023-01-01 till 2023-03-19)

Engelska

Valfri

Yrkeshögskoleexamen

3

5 sp

Within this study unit we will focus on the
following competencies:

Customer-centric competency

Fact-based decision making

​Learning and Career-oriented Competencies

SDG's in focus: 4,8,9,12

Once you have completed the study unit you will
have?

- define the Service Management and Customer
Relationship Management (CRM) disciplines
(knowledge)
- use the Service marketing and CRM models
analytically (skill)
- apply the central concepts in Service marketing
and CRM (skill)
- understand the importance of CRM systems
(attitude)
- handle the functions of CRM systems on a basic
level (skill)​

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

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

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: Group work comparing crm-systems
Examination 3: Crm-system exercises in online data
lab

MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE.

• Kietz Tove
• Nyberg Janne

Kietz Tove

https://arcada.itslearning.com/ Extern länk

Ingen begränsning (19 studenter anmälda)

12 månader efter kursens slutdatum

2022-12-26 till 2023-01-05

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