CRM and Sales Process ManagementLaajuus (5 cr)

Objective

After completing the course, you will be able to:
Recognize the importance and value of customer relationship management as a business success factor
investigate the role of customer understanding and customer data as part of the formation of customer experience
is aware of the importance of sales and negotiation skills in a multi-channel sales process.

Competencies
Proactive development
Operating in a workplace

Content

Creation of customer value and customer experience
Customer relationship management (acquisition and maintenance), customer loyalty, customer profitability
Customer understanding and the role of customer data
Multichannel management of the sales process (solution sales)
Sales and negotiation skills