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Front Page > Archived Education > Free-choice Studies (H-VV) > 2007 > Management of Client Processes (TLV9010)

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


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