10.1.12.3 HB6101 Assessing and Developing International Customer Processes 4 CR 6 ECTS Credits

Objectives
The student will deepen his/her understanding of customer relationships and their management. The student will be able to develop his/her understanding of planning, evaluating and developing customer processes and the usage of related IT-systems. The student will develop his/her abilities to work as key account manager.

Content
Key Account Management / Customer Process; Value Chain at Organisational Level and at Operational Level / Management and Marketing Information Systems as Process Management Tools / Information Systems for Customer Relationship Management / Performance, Productivity and Profitability / Performance and Quality Indicators / Benchmarking / Profitability of Customer Relationships

Semester
Term 1