10.1.10.22 HB7517 Improving Customer Process Profitability (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

Semester
Not offered Academic Year 2005-2006