Customer Relationship Management
| Structure Type: | Study unit |
|---|---|
| Code: | TLYS1103 |
| Type: | Compulsory / Professional Studies |
| Curriculum: | T-LY 2011 |
| Level: | Master of Business Administration |
| Credits: | 5 cr |
| Responsible Teacher: | Virtanen, Henrik |
| Language of Instruction: | Finnish |
Learning Outcomes
Course at Seinäjoki AMK (specialisation studies).
Students will understand the meaning of relationship marketing in business based on permanent customer relations. They will also understand the concept of Customer Relationship Management and its applications in the marketing of consumer durables, services and B-2-B products. Students will master the concept of CRM and its application both from the theoretical viewpoint and from the perspective of practical implementation.
Student's Workload
Total work load: 135 h.
- scheduled studies: 24 h.
- individual studies: 111 h.
The assesment of student's own learning 1 h is included in contact lessons.
Prerequisites / Recommended Optional Courses
No prerequisites.
Contents
The concept of relationship marketing is being discussed during the lectures. Its implementation into practice is being discussed from CRM and own enterprise / organization point of view and through cases. The characteristics and opportunities of a CRM system are introduced during the course. An applied report about CRM application in your own company / organization is a vital part of the course.
Recommended or Required Reading and Other Learning Resources/Tools
To be announced.
Mode of Delivery / Planned Learning Activities and Teaching Methods
Lectures, discussions, litterature assignment and/or company cases. A development assigment connected to the employers business.
Assessment Criteria
To be announced.
Assessment Methods
The assessment takes into account the working methods, problem-solving skills and the ability to apply theoretical knowledge in order to develop the working and business practices.