Customer Relationship Management and Professional Selling (2 cr)
Code: 5001024-3001
General information
Enrollment
03.08.2019 - 01.10.2019
Timing
02.09.2019 - 31.12.2019
Number of ECTS credits allocated
2 op
Virtual portion
1 op
Mode of delivery
50 % Contact teaching, 50 % Distance learning
Unit
Engineering and Business
Campus
Kupittaa Campus
Teaching languages
- Finnish
Seats
10 - 30
Degree programmes
- Master's Programme in Engineering
Teachers
- Jouko Broman
Groups
-
YTEKNS18
Objective
After the course:
- The student is familiar with customer-centric marketing and understands the importance of the value definition of the accounts.
- She/he can systematically create, maintain and develop customer relations.
- The student understands the value of brand management concerning the competitiveness of an enterprise.
Content
Core theory of the field and examples on real-life case-studies.
Materials
Parts of the following litterature:
Keki R. Bothe : "Beyond customer satisfaction to customer loyalty". American Management Association 1996
Miller & Heiman: "The new Strategic Selling". Cogan Page Ltd 2004
Jobber & Lancaster: "Selling and sales Management". Tenth edition. Pearson Education Ltd 2015
Castleberry & Tanner: "Selling, Building Partnerships". Nineth Edition. McGraw-Hill Education 2014
In addition other requested materials and internet.
Teaching methods
- initial lectures
- individual and groupworking
- litterature
- videos
- presentations and discussions
Exam schedules
2.12.
Twice during the spring 2020.
International connections
Individual and Group tasks. Lecure materials and other litterature, reading, internet (YouTube), presentations adn discussions.
Completion alternatives
None. Presence and participation requested
Student workload
Lectures (obligatory presence)
Litterture, books and other
Group working, at least "Buying behaviour" and "long term partnerships" tasks. Group presentations.
Videos and discussions
The requested amount of work should cover the requested 2 ECT credits (about 54 hours intensive doing).
Content scheduling
Customer centric sales and marketing operations and their importance for the entire organization.
- sales creates additional value for the customer organization and their commercial operations. Focus on time (efficiency), money, quality and quantity.
- selling builds partnerships - how to create log term partnerships?
- the importance of the brand and image on the customer experience and conception - the usage of stories.
Further information
Lectures at Sepänkatu B21
3.9. 14-16 (start always quater past)
1.10. 10-12
2.12. 8-12.
Manage your time so, that you can be present and participate. There wil be also one pretask during Augusta before the launch of the course.
Evaluation scale
H-5