Asiakkuuksien johtaminen (5cr)
Code
General information
- Timing
- 01.01.2016 - 31.07.2016
- Implementation has ended.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 5 cr
- Mode of delivery
- Face-to-face
- Unit
- School of Business
- Teaching languages
- Finnish
- Degree programmes
- Master's Degree Programme in Entrepreneurship and Business Competence
Unfortunately, no reservations were found for the realization Asiakkuuksien johtaminen YHYYM200-6K6H4. It's possible that the reservations have not yet been published or that the realization is intended to be completed independently.
Evaluation scale
0-5
Objective
Students know the theoretical framework of customer relationship management and the meaning of customer relationships in strategic management. They are able to analyze customer relationship and interpret and utilize this information in strategic customer relationship management. Students are capable to develop customer relationship management strategies and practices of the organization.
Content
customer analyses, customer relationship management, customer strategy, value of customers, life cycles of the customer relationships.
Materials
Oksanen, T.2010 CRM ja muutoksen tuska –asiakkuudet haltuun. Talentum; Talvela, E. & Ala-Mutka, J. 2006. Tee asiakassuhteista tuottavia, asiakaslähtöinen liiketoiminnan ohjaus; Tanni, K. & Keronen, K.2013. Johdata asiakkaasi verkkoon. Opas koukuttavan sisältöstrategian luomiseen. Talentum: Helsinki; Hellman, K. & Värilä, S. 2009. Arvokas asiakas. Asiakaspääoman, asiakaskannattavuuden ja asiakasriskien johtaminen. Talentum
Completion alternatives
Pre- assignment20% Literature assignment and customer relationship assignment 30%. Development work of the customer relationship management 50%. Optional exam 50% and development work of the customer relationship management 50%.
Student workload
o lectures 12h o virtual study 27h o assignments 28h o independent study 68h Total 135h ( one credit equals 27 hours of student work)
Assessment criteria, satisfactory (1)
1 ( sufficient)
The student demonstrates theoretical and conceptual knowledge to identify and analyse customer relationship management using given case. The student knows how to apply information in decision making. The student knows the meaning of customer management in strategic management.
2 (satisfactory)
The student is able to select and apply appropriate approaches to analyse own customer relationship management problems and utilize them.
3(good)
The student analyze critically the problems of customer relationship management of own organization and devise solutions to these problems and communicate them also internationally.
4(very goog)
The student analyze critically the problems of customer relationship management of own organization and change and develop the practices of the customer relationship management.
5(excellence)
The student develops a new practical solution of the customer relationship management with a connection to strategic management of the organization.
Qualifications
Students are able to manage basics of marketing. The student has a bachelor´s degree.
Further information
Recognition of prior learning (RPL) can be obtained on the basis of prior learning. Recognition of prior learning is subject to an application which correctly points out the competencies consistent with the course objectives. In addition, a proof of the successful completion of the development assignment is required.