Managing customerships (01454), 10 cr

Implementation: CCA1511
Semester: 1/2015-2016
Dates: 7 Sep 2015–7 Dec 2015
Type: CUSTOMER KNOWLEDGE AS THE DRIVER OF MARKETING (0387)
Group: CCA15SY
Campus: Laurea Leppävaara
Language of instruction: English
Teachers: Fred Minna (Teacher in charge), Siuruainen Riikka (Other teacher)
Status: Ready

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Implementation plan Finished

Study unit Managing customerships (01454), 10.0
Implementation CCA1511: 1/2015-2016 (07.09.2015 - 07.12.2015)
Type CUSTOMER KNOWLEDGE AS THE DRIVER OF MARKETING (0387)
Groups Primary: CCA15SY Others :
Involved in the project
Lecturers
Number of participants Minimum: Maximum:
Enrolment period 18.05.2015 08:00 - 31.05.2015
Main timing for implementation On working days during daytime
Applicabililty For exchange students: Yes For elective studies: Yes Open UAS student:
No Suitable for virtual UAS: No

Teachers Fred Minna (Teacher in charge), Siuruainen Riikka (Other teacher)
Campus Laurea Leppävaara
Main location for implementation At the campus
Implementation method Optima realization/student group, Project/venture/R&D Language: English Virtuality:
0 cr Integration of R&D: 10 cr
Implementation class
Focus areas Service business
Evaluation at the latest 23.01.2016 Storing of graded material ends.: 23.12.2016
Exam days

Having completed the study unit the The student is able to
student is able to ● understand the meaning of managing customerships
● identify the main principles in customership management
● evaluate customer knowledge and use it for the purpose ofcustomership
development
Previous studies
Contents The main content is
● Customer Insight
● Customer profitability
● Customer Relationship Management (CRM)
Study material MATERIALS:
Grönroos, C. 2007. Service management and marketing: customer management in
service competition (partly)Jobber, D. & Lancaster, G. 2009 Selling and Sales
Management. Harlow. Prentice Hall.McDonald, M. & Woodburn, D. 2011 Key Account
Management. John Wiley&SonsStorbacka, K., Pennanen, R.2014.Solution
Business-Building a Platform for Organic Growth. New York: SpringerLecture material
Evaluation criteria and methods GRADECRITERIA

EXCELLENTgrade 5Students are able to:
● Apply professional concepts expertly.
● Justify activities using research knowledge.
● Work independently and take initiatives in line with objectives. Operations are
often flexible, systematic, development-oriented, creative and active.
● Select the appropriate techniques and models for activities, and justify the
choices.
● Act in customer-oriented ways and according to the situation.
● Promote group activities.
● Able to critically apply ethical principles in the subject field in one's conduct and
tasks.

GOODgrade 3Students are able to:
● Apply professional concepts systematically.
● Justify, compare and analyse their activities using general guidelines.
● Able to cope independently in different tasks in each operating environment.
● Apply acquired techniques and models diversely.
● Act professionally in customer situations.
● Work in a group in line with objectives.
● Justify their activities in accordance with ethical principles..

SATISFACTORY,grade 1Students are able to:
● Apply most important/individual and appropriate professional concepts, and
indicate their familiarity with the knowledge base.
● Comply with rules and instructions, and justify their activities using provided
instructions.
● Act appropriately under guidance.
● Use acquired techniques and models.
● Take customers into account in their actions.
● Act as group members.
● Act in accordance with ethical principles.

Project (name) Antell Oy together with Motley Agency"Developing digital customer experience"