Profitable Customer Relationships (3cr)

Objective

The students are able to perform customer profitability calculations and, based on them, decisions enhancing profitability. They are able to price products profitably and to make budgets for a company.

Content

The stages of a service transaction, service chain and customer relationship; critical success factors affecting service quality, the quality of service, different customerships and customership strategies, channel integration, holistic customer relationship marketing, customer relationship management system (purchasing process). Managing and enhancing customer profitability, profitable pricing, planning profitable actions.

Qualifications

The students are able to choose the correct accounting method for each decision-making situation, and to use modern accounting tools.

Assessment criteria, satisfactory (1)

Class participation, individual/group reporting skills, individual/group presentation skills, teamwork skills. Mastery of the subject and course concepts in the written exam/assignments/reports.