Kursen ingår i dessa läroplaner och studiehelheter
Kursens undervisningsperiod
3 (2021-01-01 till 2021-03-21)
Nivå/kategori
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
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 |