Kursen ingår i dessa läroplaner och studiehelheter

Kursens undervisningsperiod

1 (2017-08-01 till 2017-10-22)

Nivå/kategori

Yrkesstudier

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 and use the Microsoft Dynamics CRM
Online IT
system 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
Microsoft Dynamics CRM online lab work
Value creation
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 Carl-Johan
Rosenbröijer 

Studieaktiviteter

  • Föreläsningar - 16 timmar
  • Praktiska övningar - 12 timmar
  • Projekt- och produktionsarbete/konstnärlig verksamhet - 60 timmar
  • Självstudier - 45 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
The examinations contribute to the final grade as
follows: Exam
60 % and Team project 40 %.
For more information see Itslearning page.

Lärare

  • Rosenbröijer Carl-Johan
  • Kietz Tove

Examinator

Rosenbröijer Carl-Johan

Kursens hemsida

Antal kursplatser

Ingen begränsning (104 studenter anmälda)

Delprestation i kraft till

12 månader efter kursens slutdatum

Kursanmälningstid

2017-08-14 till 2017-09-10

Examinationsformer

  • 2016-09-28 - Tentamina
  • 2016-10-28 - Rapporter och produktioner
Rumsbokningar
Datum Tid Rum Titel Beskrivning Organisatör
2017-08-31 10:15 - 11:45 D4107-08 Service and Customer Relationship Management Rosenbröijer Carl-Johan
2017-09-07 10:15 - 11:45 D4107-08 Service and Customer Relationship Management Rosenbröijer Carl-Johan
2017-09-12 10:15 - 11:45 D4107-08 Service and Customer Relationship Management Rosenbröijer Carl-Johan
2017-09-14 10:15 - 11:45 D4107-08 Service and Customer Relationship Management Rosenbröijer Carl-Johan
2017-09-21 08:30 - 10:00 D4107-08 Service and Customer Relationship Management Rosenbröijer Carl-Johan
2017-09-21 10:15 - 11:45 D4107-08 Service and Customer Relationship Management Rosenbröijer Carl-Johan
2017-09-25 08:30 - 10:00 D4107-08 Service and Customer Relationship Management Rosenbröijer Carl-Johan
2017-09-26 10:15 - 11:45 D4107-08 Service and Customer Relationship Management Rosenbröijer Carl-Johan
2017-10-03 08:30 - 10:00 E385 Service and Customer Relationship Management, Group B Rosenbröijer Carl-Johan
2017-10-03 10:15 - 11:45 E383 Service and Customer Relationship Management, Group A Rosenbröijer Carl-Johan
2017-10-05 08:30 - 10:00 E385 Service and Customer Relationship Management, Group A Rosenbröijer Carl-Johan
2017-10-05 10:15 - 11:45 E385 Service and Customer Relationship Management, Group B Rosenbröijer Carl-Johan
2017-10-09 08:30 - 10:00 E385 Service and Customer Relationship Management, Group A Rosenbröijer Carl-Johan
2017-10-10 08:30 - 10:00 E383 Service and Customer Relationship Management, Group B Rosenbröijer Carl-Johan
2017-10-10 10:15 - 11:45 E383 Service and Customer Relationship Management, Group A Rosenbröijer Carl-Johan
2017-10-16 08:30 - 10:00 E385 Service and Customer Relationship Management, Group B Rosenbröijer Carl-Johan
2017-10-17 08:30 - 10:00 E383 Service and Customer Relationship Management, Group B Rosenbröijer Carl-Johan
2017-10-18 13:15 - 14:45 E383 Service and Customer Relationship Management, Group A Rosenbröijer Carl-Johan
2017-10-19 08:30 - 10:00 E385 Service and Customer Relationship Management, Group A Rosenbröijer Carl-Johan
2017-10-19 10:15 - 11:45 E383 Service and Customer Relationship Management, Group B Rosenbröijer Carl-Johan
2017-11-16 13:15 - 14:45 D4107-08 Service and Customer Relationship Management Re-exam 1! Rosenbröijer Carl-Johan
2017-12-12 13:15 - 14:45 B327 Service and Customer Relationship Management Re-exam 2! Rosenbröijer Carl-Johan

Kurs och studieplanssökning