10.1.15.16 HB7517 Improving Customer Processes Profitability 2 CR 3 ECTS Credits

Objectives
The student will master evaluation and assessment of the cost efficiency of customer processes and customer profitability and will know how to draw conclusions that will add to customer values. He/she will understand the importance of evaluating different customers.

Content
Profitability of Customer Base, Causes of Cost, Operations with Additional Value, Customer Profitability and Level of Service /Integrated Follow-Up System / Analysing Customers at Different Stages of Customer Relationships / Improving Profitability of Customer Processes

Method
Lectures, assignment/case, examination

Prerequisites
HB6200 Developing and Managing Services
HB6202 Customer Analysis and Customer Research
HB6203 Management and Use of Customer Information