MB-2-001 (0) - Customer Relationship and Service Management

• International business management - a nordic focus 2012 - Marketing management
• International business management - a nordic focus 2014 - Marketing management
• International business management - a nordic focus 2015 - Marketing management
• International business management - a nordic focus 2016 - Marketing management
• International business management 2017 - Business management
• International business management 2018 - Business management
• International business management 2019 - Business management
• International business management 2020 (part-time) - Business management
• International business management 2020 (full-time) - Business management
• International business management 2021 (full-time) - Business management - specialised professional studies
• International business management 2021 (part-time) - Business management - specialised professional studies

1 (2021-08-01 till 2021-10-24)

Engelska

Obligatorisk

Högre yrkeshögskoleexamen

1

5 sp

This course will introduce the students to the
field of marketing. It will specifically focus on
two important
areas of marketing that could be seen as
specifically important,
i.e. Customer Relationship and Service
Management. The aim of
the course is to deepen the students
understanding in:
- the basic concepts of marketing
- the shift from product to customer
focus
- the critical question of who is the
customer
- the customer life-cycle
- the customer value process
- the service logic and service quality
- the service concept and development
process
- the digital revolution and service innovation

At the end of the course the student is
expected to be able to:
- understand the basic concepts of marketing
- understand the paradigm shift in marketing
thinking
- analyse the customer in respect to their
value creation process
- understand the service logic
- create a service concept based on the
division of work in a
business relationship
-use creativity in service innovation

What is marketing?
o Introduction to CRM
o Who is the customer?
o The customer life cycle
o Individual and/or group assignment
o Customer loyalty
o Customer value creation process
o Group assignment with presentations and
discussion
o The future of CRM?
o Introduction to services marketing
o Service quality
o Individual and/or group assignment
o Service concept and development process
o Service Innovation
o Group assignment with presentations and
discussion
o Summary of the course

En yrkeshögskoleexamen eller kandidatexamen och
minst två års arbetserfarenhet efter att examen
erhållits

• Föreläsningar - 20 timmar
• Studiebesök och demonstrationer - 5 timmar
• Praktiska övningar - 8 timmar
• Projekt- och produktionsarbete/konstnärlig verksamhet - 40 timmar
• Självstudier - 60 timmar

• Kursens totala antal arbetstimmar: 133 timmar
• Varav självstyrda studieformer: 133 timmar
• Varav schemalagda studier: 0 timmar

Närundervisning

Essä, rapporter, produktioner och portfolio

För godkänd prestation krävs att studenten
avlägger följande
examinationer:
Examination 1 ....
Examination 2 .... etc.
(examinationer = tentamina, demonstrationer och
presentationer, rapporter och produktioner,
uppsatser, samt
närvaro vid angivna tillfällen)

Examinationerna väger sinsemellan på följande
sätt: ...

Broth Joacim

Nyman Henrik

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

Ingen begränsning (32 studenter anmälda)

12 månader efter kursens slutdatum

2021-08-09 till 2021-09-05

Datum meddelas senare - Rapporter och produktioner