Customer Relationship Management (5 cr)

Code: A9267-3001

General information

Enrollment: 25.11.2019 - 01.12.2019
Registration for the implementation has ended.

Timing: 16.01.2020 - 28.05.2020
Implementation has ended.

Number of ECTS credits allocated: 5 cr

Local portion: 5 cr

RDI proportion: 1 cr

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

Study unit: A9267

Learning outcomes

The student is able to
- build and develop customer relationships
- manage customer relationships

Location and time

On-class training takes place in Laurea Leppävaara campus.

Materials

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.

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!

Employer connections

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.

International connections

Students with foreign background are encouraged to use a company from their home country in the worklife report task.

Student 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)

Evaluation scale

Approved/Failed