Customer Relationship Management (5 cr)
Code: A9267-3001
General information
Enrollment
25.11.2019 - 01.12.2019
Timing
16.01.2020 - 28.05.2020
Number of ECTS credits allocated
5 op
RDI proportion
1 op
Mode of delivery
Contact teaching
Unit
Laurea Leppävaara, service
Campus
Laurea Leppävaara
Teaching languages
- English
Degree programmes
- Degree Programme in Restaurant Entrepreneurship (MEA2), Laurea Leppävaara
Teachers
- Heidi Vähänikkilä
- Miia Vakkuri
Teacher in charge
Heidi Vähänikkilä
Groups
-
MEA219SN
Learning outcomes
The student is able to
- build and develop customer relationships
- manage customer relationships
Teaching methods
After this study course the student is able to
- build and develop customer relationships
- manage customer relationships
This course is implemented by on-class training. Attendance is necessary!
Location and time
On-class training takes place in Laurea Leppävaara campus.
Learning materials and recommended literature
Peppers, D. and Rogers, M. 2017.Managing customer experience and relationships : a strategic framework
is the book on this course. Also other material (videos etc.) will be presented throughout the course.
Co-operation with working life and/or RDI
Worklife report & presentation (group task) may be done in co-operation with a company which students already are familiar with or they may choose to find a totally new company in which they are interested in.
Forms of internationality
Students with foreign background are encouraged to use a company from their home country in the worklife report task.
Students workload
This study course consist of three different modules:
1) Book Training workshop (individual task)
2) Essey (individual task)
3) Worklife report & presentation (group task)
Grading scale
Approved/Failed