Managing Customer RelationshipLaajuus (3 op)
Tunnus: KLI1053
Laajuus
3 op
Osaamistavoitteet
The student is able to structure the phases of the customer relationships and plan the sales and marketing activities accordingly. This means defining and acquiring the relevant customer information, assessing the customer and the phase of the relationship, setting goals for the relationship and planning, implementing and monitoring the activities and results. The student is aware of CRM-systems and their suitability for different purposes.
Ilmoittautumisaika
21.11.2022 - 08.01.2023
Ajoitus
13.03.2023 - 30.04.2023
Opintopistemäärä
3 op
Toteutustapa
Lähiopetus
Yksikkö
Liiketoiminta (LAB)
Toimipiste
Lappeenrannan kampus
Opetuskielet
- Suomi
Koulutus
- Bachelor's Degree Programme in Tourism and Hospitality Management
Opettaja
- Emmi Maijanen
Opetusryhmät
- Luennot 1 (Koko: 0. Avoin AMK: 0.)
- Näyttö 1 (Koko: 0. Avoin AMK: 0.)
- Näyttö 2 (Koko: 0. Avoin AMK: 0.)
- Tentti 1 (Koko: 0. Avoin AMK: 0.)
Ryhmät
-
LLPRHOMA20SBachelor's Degree Programme in Tourism and Hospitality Management 20S Lappeenranta
Pienryhmät
- Luennot 1
- Näyttö 1
- Näyttö 2
- Tentti 1
Osaamistavoitteet
The student is able to structure the phases of the customer relationships and plan the sales and marketing activities accordingly. This means defining and acquiring the relevant customer information, assessing the customer and the phase of the relationship, setting goals for the relationship and planning, implementing and monitoring the activities and results. The student is aware of CRM-systems and their suitability for different purposes.
Toteutustapa ja opetusmenetelmät
Lectures, case work in groups, exam.
Ajoitus ja läsnäolo
Participation in casework sessions is compulsory. Lectures are highly recommended.
Oppimateriaali ja suositeltava kirjallisuus
Material given by teacher.
Sisältö
1. Managing Customer Experience
2. Customer Relationships as a business strategy, Analytical vs. Operational CRM
3. Customer Knowledge: collecting, segmenting, targeting, leads, customization
4. Customer journey and service touchpoints
5. Data use in managing customer relationships
6. Developing Customer Relationships, Marketing automation
7. CRM as IT-software
Lisätietoja opiskelijalle: mm. edeltävä osaaminen
pre-requisities:
- basics of marketing
- consumer behavior
- basics of selling and customer service
Arviointimenetelmät
Case 50%, Exam 50%.
Arviointiasteikko
1-5
Arviointikriteerit: taso 1: (arviointiasteikko 1-5)
Students knows the basic concepts of managing customer relationship. Student understands the role of customer relationships in organisation.
Arviointikriteerit: taso 3 (arviointiasteikko 1-5)
Student can explain basic concepts of managing customer relationship. Student can give some examples of good customer relationship management.
Arviointikriteerit: taso 5 (arviointiasteikko 1-5)
Student can evaluate customer relationship maangement and has some ideas for developing customer relationship management.
Ilmoittautumisaika
19.11.2021 - 14.01.2022
Ajoitus
10.01.2022 - 13.03.2022
Opintopistemäärä
3 op
Toteutustapa
Lähiopetus
Yksikkö
Liiketoiminta (LAB)
Toimipiste
Lappeenrannan kampus
Opetuskielet
- Englanti
Koulutus
- Bachelor's Degree Programme in Tourism and Hospitality Management
Opettaja
- Emmi Maijanen
Opetusryhmät
- Luennot 1 (Koko: 0. Avoin AMK: 0.)
- Harjoitukset 1 (Koko: 0. Avoin AMK: 0.)
- Tentti 1 (Koko: 0. Avoin AMK: 0.)
Ryhmät
-
HOMA19Bachelor's Degree Programme in Tourism and Hospitality Management 19S, Lappeenranta
-
LLPREX22KHSaapuvat vaihto-opiskelijat 22K, pitkät vaihdot, hotelli- ja ravintola-ala, Lappeenranta
Pienryhmät
- Luennot 1
- Harjoitukset 1
- Tentti 1
Osaamistavoitteet
The student is able to structure the phases of the customer relationships and plan the sales and marketing activities accordingly. This means defining and acquiring the relevant customer information, assessing the customer and the phase of the relationship, setting goals for the relationship and planning, implementing and monitoring the activities and results. The student is aware of CRM-systems and their suitability for different purposes.
Toteutustapa ja opetusmenetelmät
Lectures, case work in groups, exam.
Ajoitus ja läsnäolo
Participation in casework sessions is compulsory. Lectures are highly recommended.
Oppimateriaali ja suositeltava kirjallisuus
Material given by teacher.
Sisältö
1. Managing Customer Experience
2. Customer Relationships as a business strategy, Analytical vs. Operational CRM
3. Customer Knowledge: collecting, segmenting, targeting, leads, customization
4. Customer journey and service touchpoints
5. Data use in managing customer relationships
6. Developing Customer Relationships, Marketing automation
7. CRM as IT-software
Lisätietoja opiskelijalle: mm. edeltävä osaaminen
pre-requisities:
- basics of marketing
- consumer behavior
- basics of selling and customer service
Arviointimenetelmät
Exam 0-5. Case pass/fail.
Arviointiasteikko
1-5
Arviointikriteerit: taso 1: (arviointiasteikko 1-5)
Students knows the basic concepts of managing customer relationship. Student understands the role of customer relationships in organisation.
Arviointikriteerit: taso 3 (arviointiasteikko 1-5)
Student can explain basic concepts of managing customer relationship. Student can give some examples of good customer relationship management.
Arviointikriteerit: taso 5 (arviointiasteikko 1-5)
Student can evaluate customer relationship maangement and has some ideas for developing customer relationship management.