Customer Relations Management (4cr)

Objective

The students understand the psychology and principles related to the behaviour of customers and customer groups, and the significance of customer relationship management as a competitive factor for an organization. They understand and are able to assess the opportunities for national and global networking of customer relationships and its significance for the success of their work community. They can assess and develop their own competence as well as that of their employees in the daily activities of their work community, performing tasks related to the management of customer relationships. They are able to work in multicultural work communities.

Content

Strategic customer relationships, their development and management. Client-based communication and relationship management. Client-based organizations, innovativeness and expertise. Project work concretizing e.g.: the marketing operating environment of a technology/logistics company and its analysing, planning of marketing, competitive tools in marketing, stages of the sales process and sales negotiations, customer service as a competitive factor and its development, customer relationship marketing (CRM broadly), measuring the efficiency and quality of customer service.

Qualifications

The students master the basics of customer service and customer relationship management

Assessment criteria, satisfactory (1)

Assessment criteria:
1) active participation in contact study;
2) teamwork skills and oral and written presentation skills
3) quality of written output included in independent study. Pass requires 44% of maximum score, excellent 90% of maximum score.