Study Guide

Objectives

Goals for expertise to be learned by the student:
• Knows and understands meaning of customer-orientation and CRM principles, challenges and targets
• Knows fundamental contents and methods of CRM
• Is able to act as a manager to conduct CRM and the processes connected in cooperative networks and dynamic environments

Content

Contents of the course

• Meaning of customer orientation
• Fundamentals of CRM
• Management of CRM

Assessment criteria, pass/fail

Accepted
The student has demonstrated at least good customer relationship management expertise and further developed his / her skills. The student is able to apply CRM principles in practice. Required tasks returned on time.

Failed
The student has failed to complete the course assignments or has only demonstrated satisfactory customer relationship management expertise. The student has tried to apply the principles of CRM in the organization without success.