Customer Relationship Management
| Structure Type: | Study unit |
|---|---|
| Code: | TL00BE48 |
| Curriculum: | LT 2024 |
| Level: | Bachelor of Business Administration |
| Year of Study: | 3 (2026-2027) |
| Semester: | Autumn |
| Credits: | 5 cr |
| Responsible Teacher: | Sabel, Thomas |
| Language of Instruction: | Finnish |
Learning Outcomes
In addition to the traditional means of competition in marketing, the student will get the basic knowledge of relationship and network marketing. The student will get acquainted with the concept of marketing interaction. The student is able to implement the knowledge in business life.
Student's Workload
Total work load: 81 h. Scheduled studies: 33 h. Individual studies: 48 h.
The assesment of student's own learning 1 h is included in contact lessons.
Prerequisites / Recommended Optional Courses
Markkinoinnin perusteet, Palvelujen markkinointi, Sales Management
Contents
Concept of relationship marketing, different types of relationships between companies, relationships between the company and the customer and the impact of relationships on marketing. Managing the relationships from a marketing point-of-view. The student gets familliar with the tools and tehnology used for managing relationships.
Regional Impact
The regional energy cluster and international trade is included in the content.
Internationality
The regional energy cluster and international trade is included in the content.
Recommended or Required Reading and Other Learning Resources/Tools
- Peppers & Rogers (2017): Managing Customer Relationships. Wiley.
- Other material provided by the teacher
Mode of Delivery / Planned Learning Activities and Teaching Methods
Lectures, assignments and projects.
Assessment Criteria
Test:
5: utilise and apply essential theories, concepts and methods in various situations
3: utilise theories, concepts and methods consistently in written and oral communication
1: utilise essential theories, concepts and methods in various situations
Assignment:
5: retrieve information systematically from scientific publications in the field
- modify the information for various purposes
- assess the correctness and reliability of the information
- understands the development needs in the field and present development measures
- analyse and assess professional issues appearing in practical operations
- justify , giving the theoretical base, for the solutions made when acting in tasks of an expert
3: modify and apply acquired infor-mation
- assess the correctness of the information
- justify the solutions made when acting in tasks of an expert
- utilise various problem-solving methods independently
- recognise the development needs in the field
1: retrieve and utilise information from various sources
- justify the solutions made when acting in tasks of an expert
- utilise problem-solving methods when given guidance
- find development needs in the field
Assessment Methods
Numerical (0-5). Assignment 50%, Examination 50%