Customer Understanding and Customer ExperienceLaajuus (5 cr)
Code: KH00CV61
Credits
5 op
Objective
Student
- recognizes changes in customer behavior, especially in B2B markets
- can describe the customer's buying journey and its touchpoints
- can analyze the formation of customer promise, customer expectations, and customer experience
Content
- Changes in customer behavior
- Buying journey and touchpoints
- Formation of customer expectations, customer promises, and customer experience
- Collecting and utilizing customer feedback
- Customer service and development of customer relationships