Customer Management in Forest Based Industry (5 cr)

Objectives (course unit)

The student knows
- the demand and offer of paper and paperboard products and other bioproducts like pulp in Europe and global
- the indicators effecting in demand of paper and paperboard products and other bioproducts
- the global trade channels of pulp, paper and paperboard
- the main documents of foreign trade
- the main risks of foreign trade
- the Incoterms clauses of terms of delivery
- the content of Busines to Busines marketing
- the content, targets and benefits of customer relationship marketing
- the marketing mix of paper busines
- the role of green marketing in paper business

Content (course unit)

Aims and contents of B-to-B marketing
- Marketing strategies of paper industry
- Competitive weapons of customership marketing: products, pricing, availability and marketing communication
- Managing customer relationships and committing customers to a company
- Customer service in paper industry
- International paper trade: annual agreements, offers, terms of payment, Incoterms, customs and currencies.
- Global Bioproduct industry: recycled fibre resources, pulp and paper production capacity in each continent
- Paper and paperboard demand predictions and indicators

Prerequisites (course unit)

Business Operations and Entrepreneurship

Location and time

Contact lectures are Friday mornings at 8.15-11 o'clock.
Some contact lectures will be hold together with the course "Maailman biotuoteteollisuus ja asiakkuuksien hallinta"; this will be dated in weekly timetable.

Exam schedules

Electronic exam in Tenttiterraario between 18.9.-26.10.2017.
Electronic re-exam will be opened in the end of November

Evaluation methods and criteria

Exam pass/fail
60 % Busines Model Canvas - report and presentation
20 % Task Global markets of wood based products (forest and fiber resources; pulp; paper and paperboard, sawn goods; wood panels; packaging materials)
20 % Attitude and active work during the contact lectures; self-assessment and peer assessment

Assessment scale

0-5

Teaching methods

Coaching
Lectures
Teamwork
Business oriented excersises
Business Idea + Business Model Canvas - model + Business plan

Learning materials

Business Canvas Model - book
Lecture material
Other material - articles

Student workload

60 hours contact lectures and 65 hours independent work includind team work.

Content scheduling

Vko 36 Orientation, targets of the course, getting know each others
Vko 37 Canvas Busines Model
Vko 38 Product and value addition/promise for customers. Customer benefits; ow to bind the customer to the product/company.
Vko 39 Customer segmentation process
Vko 40 CRM - Customer Register Management
Vko 41 Pricing and business profitability
Vko 42 Independent work
Vko 43 Marketing channels; order - supply management
Vko 44 Internationalization; export documents; currency policy
Vko 45 Sales event/reklamation handling (common with Packaging and New Products course).
Viikko 46 Busines Model Canvas and Busines plan of virtual company checking point
Viikko 47 Global markets of wood based products
Viikko 48 Sustainable development/ Responding to threats and possibilities of market environment
Viikko 49 Seminar - happy ending on Friday 8.12.
Viikko 50 Presentations of extra task compensating absence of the contact lectures

Completion alternatives

No alternatives

Practical training and working life cooperation

Company oriented tasks
Business idea planning
Company excursion together with the course Packaging and New Products
Visitors from companies

International connections

Internationalization plan of the virtual company

Assessment criteria - fail (0) (Not in use, Look at the Assessment criteria above)

The student has exam fail. The student has more than three absence of contact lectures. The student has not done needed excersises compensating absence of contact lectures (maximum three absence). The student has not participated team work of Busines Canvas Model.

Assessment criteria - satisfactory (1-2) (Not in use, Look at the Assessment criteria above)

The student can the basics of BtoB marketing concepts and methods. The student can some analysis of marketing models and markets. The student has done the excersises required and they are pass.The student has not more than three absence of contact lectures.

Assessment criteria - good (3-4) (Not in use, Look at the Assessment criteria above)

The student understands and can use different concept and methods of BtoB - marketing. The student knows the role of marketing in busines and company success. The student can keep presentations of excersises professional. The student's work is active in his/her team and during contact lectures. The attitude of the student is positive.

Assessment criteria - excellent (5) (Not in use, Look at the Assessment criteria above)

The student understands and can use different concept and methods of BtoB - marketing in many different ways.The student knows the role of marketing in busines and company success from different point of views. The student can give professional ideas how to develop the busines and marketing. The student can give professional and high-quality presentations of excersises. The student is very activ in team work and help other team members to reach the targets of team excersises and learning task of the course. The student takes big responsibility in team work.