Management of Client Processes
| Structure Type: | Study unit |
|---|---|
| Code: | TLV9010 |
| Type: | Optional / x |
| Curriculum: | H-VV 2007 |
| Level: | Continuing Education etc. |
| Credits: | 3 cr |
| Responsible Teacher: | Björkman, Päivi |
| Language of Instruction: | Finnish |
Learning Outcomes
We seek solutions how to change a critical customer to a loyal client. This should succeed by combining the customer needs and business goals to a working and profitable system.
Student's Workload
total work 80 h
scheduled studies and the exam 40 h
loyalty programs, case studies 20 h
prep. for the exam 20 h
Prerequisites / Recommended Optional Courses
basics of marketing
Contents
1 Customer loyalty and how to manage it
2 Customer value and strength
3 Customer relationship management
-strategy
-efficiency
-profitability
Recommended or Required Reading and Other Learning Resources/Tools
Arantola, Heli 2003. Uskollinen asiakas. WSOY. Porvoo.
Lehtinen, Jarmo R. 2004. Asiakkuuksien aktiivinen johtaminen, luvut 3, 4 ja 5. Edita Helsinki
articles
Mode of Delivery / Planned Learning Activities and Teaching Methods
lectures, discussions, team work, autonomous studies
Assessment Criteria
1: The student understands the importance customer loyalty for the company. She can find different customer groups and consumer relationships and knows several ways to reward customers.
3: As in 1 and the student can systematically develope valuable and strong customer relationships. She can valuate the relationships, their strength, efficiency and profitability. She can utilize f ex ethics and epics in value processing.
5: As in 1 and 3 and the student can plan an effective customer loyalty program and manage customer relationships actively.
Assessment Methods
activity in lessions 10 %
exam 90 %
numerous 0-5