Customer Relationship Management (5cr)
Course unit code: YTP-0022
General information
- Credits
- 5 cr
Objectives
The students understand the principles of customer relationship management (CRM). The students gain the skills needed to develop processes related to customer relationships.
Content
The concept of CRM, managing customer relationships, tools for CRM.
Further information
Literature:
1) Hellman (2003). Asiakastavoitteet ja –strategiat – asiakastuloslaskelma, -tase, -virta ja –portfoliot. Helsinki: WSOY.
2) Alternatively
a) Zablah – Bellenger – Johnston (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial Marketing Management, Vol. 33 (2004), pp 475-489.
b) Arantalo – Simonen (2009). Palvelemisesta palveluliiketoimintaan - Asiakasymmärrys palveluliiketoiminnan perustana (2009). Helsinki: Tekes.
3) Other material to be informed during the course.
Year of Study: 2.