Profitable Customer Relationship ManagementLaajuus (5 cr)

Objective

The students have tools for develop customer relationships. They are able to analyze service processes, formulate a service chain and measure service quality and customer care strategies, manage customer channel integration. The students will familiarize themselves with different CRM systems and are capable to choose a suitable CRM system for profitable use.
The students are able to make customer value calculations. The students know the laws and regulations concerning customer rights. The students participate in the R&D activities of the centre of expertise of the School of Business Administration in accordance with the objectives of the course.

Content

Customer and customer needs analysis, customer profitability calculations, customer life cycle analysis and familiarizing oneself with CRM systems.

Qualifications

The students are able to plan and master personal selling situation. They know the main stages of the selling process and different kind of the selling techniques both in BtoC and BtoB markets.

Assessment criteria, satisfactory (1)

Assessment is based on knowledge, skills and competence in accordance with the National and European Qualifications Framework, Level 6.
5 (Excellent) The student knows and can critically evaluate the broad theories, core concepts and methods of the customer relationship management. The student can synthesize a number of different theories to each other. He /she can apply the knowledge and theories in the subject area. The student masters the broad range of practical skills, which appear as the ability to take advantage of knowledge and to discover new creative solutions. The student shows he/she is capable of managing diverse professional tasks or projects and problem situations. The student shows his/her ability to work independently as an expert in the field of the customer relationship management, and the ability to make decisions and innovative solutions in unpredictable business environments. The student participates in co-operation by taking part in group work interactively. He/she is committed to group work and to taking care of others success. The student has a positive attitude. He/she is able to evaluate and develop his/her own know-how in a critically and diverse way. The student takes responsibility for the development of the individual and the group.

4 (Very Good) The students knows and can evaluate broad theories, core concepts and methods of customer relationship management. The student can relate different information to each other. He /she can apply the knowledge and theories in the subject area. The student masters the broad range of practical skills, which appear as the ability to work independently in projects or as an expert in the field of customer relationship management. He/she displays his/her ability to solve complex problems in the field. The student participates in co-operation by taking part interactively. He/she is committed to co-operate. He/she is able to evaluate and develop his/her own know-how in a critically and diverse way.

3 (Good) The student has wide knowledge of the core concepts, theories and methods of the customer relationship management. He/she can combine many different types of information. The student masters the practice of basic and special skills which is needed for working independently. He/she displays his/her ability to solve complex problems of the customer relationship management The student participates in co-operation quite actively and diverse way. He/she can evaluate his/her own know-how in a realistic way.

2 (Satisfactory) The student partly recognizes the core concepts, theories and methods of the customer relationship management. The student knows the basic practical skills which he/she needs in familiar circumstances. The student sometimes participates in group work. He/she has flaws in his/her self-assessment.

1 (Sufficient) The student partly recognizes the core concepts and/or methods of the customer relationship management. He/she has poor knowledge needed to work in the field of the customer relationship management, so he/she needs guidance in his/her work. The student sometimes participates in group work. He/she cannot evaluate him/herself.

0 (Fail) The student does not perceive the core concepts, theories or methods of customer relationship management. The student does not have the ability to work in the customer relationship management field according to the know-how she or he has shown. The student is not able to fluently co-operate. He/she cannot evaluate him/herself.