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Front Page > Archived Education > Business Know-How and Entrepreneurship (T-LY) > 2011 > Customer Relationship Management (TLYS1103)

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.


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