Customer Experience and B2B AgencyLaajuus (5 cr)

Objectives

Students are able
- to understand the crucial value creation processes of service business
- to evaluate the impact of B2B agency on the user's customer experience
- to analyze customers’ needs and expectations

Content

Course contents
- business models for creating new policies
- customer value and value proposition
- B2B agency and its impact on customer experience
- service design as a method of research, development and innovation as well as strategy

Assessment criteria, satisfactory (1-2)

Student
- is able to define the impact of B2B agency on the customer experience of the service user
- knows different business models
- takes responsibility for its own performance

Assessment criteria, good (3-4)

Student
- is able to structure the impact B2B agency on the customer experience of the service user
- understands the possibility of different business models to create new policies
- identifes and complies with relevant policies

Assessment criteria, excellent (5)

Student
- comprehends broadly the impact of the B2B agency on the customer experience of the service user
- knows how to look for different business models to create new policies
- knows how to operate responsibly, flexibly and constructively to develop the industry's operating methods