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
• International business management 2022 (part-time) - Business management - specialised professional studies
• International business management 2022 (full-time) - Business management - specialised professional studies
• International business management 2023 (full-time) - Business management - specialised professional studies
• International business management 2023 (part-time) - Business management - specialised professional studies

1 (2023-08-01 till 2023-10-22)

Engelska

Obligatorisk

Högre yrkeshögskoleexamen

1

5 sp

In this study unit the focus will be for you to
build the following competences:

- Competence in managing and expanding a business
in changing conditions
- Competence in CRM systems (processes, logic, and
ways of working)
- Competence in international business conduct,
spoken and written business communication,
teamwork

After completing the study unit, you:

(knowledge)

- can explain different approaches to CRM and
service management and discuss various aspects of
relationship building and service quality.
- understand the importance of adopting high
standards in conduct and communication

(skills)

- know how to develop customer relationships.
- adopt a polite and polished style of written and
spoken communication.

(attitude)

- develop strategic thinking.
- increase your awareness of and adopt a
sensitivity towards differences in the code of
conduct in different business encounters.

o What is marketing?
o Introduction to CRM
o Who is the customer?
o The customer life cycle
o Customer loyalty
o Customer value creation process
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 Written exam

A bachelor degree and at least two years work
experience gained after completing the higher
education degree.

Digital material in ItsLearning: books, scientific
articles, and articles in popular press.

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

• Kursens totala antal arbetstimmar: 128 timmar
• Varav självstyrda studieformer: 128 timmar
• Varav schemalagda studier: 0 timmar

Flerformsundervisning (delvis nätundervisning handledd eller självstudier)

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

To pass the course the student should pass the
following examinations:

- Individual exam

Broth Joacim

Tigerstedt Christa

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

Ingen begränsning (32 studenter anmälda)

12 månader efter kursens slutdatum

2023-08-10 till 2023-09-06

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