1618 Customers Relationship

1618 Customers Relationship

  •  Study programme and level: Professional degree programme Administration 1st Cycle
  • 2nd year
  • 6 ECTS
  • Course type: Core
  • Lectures: 45
  • Tutorial: 30
  • Other forms of study: 45
  • Individual work: 60
  • Lecturer: Tatjana Kozjek, PhD

 

 

1. Objectives and competences

 

Objectives

  • student knows and understands the field of customer relationship,
  • student knows and understands the meaning of business relationship and importance of customer value,
  • student knows and understands different approaches in the field of customer relationship,
  • student knows and understands customers diversity and the meaning of employees in customer relationship,
  • student knows and understands the meaning of customer satisfaction,
  • student independently solves case studies in the field of customer satisfaction,
  • student knows and understands the meaning of modern technology that support customer relationship.

Competences

  • ability to connect and share the knowledge about customer relationship into practice,
  • ability to explain and compare the facts in the field of customer relationship,
  • ability to form the suggestions for problem solving,
  • ability to acquire and use the acquired data,
  • ability of the written and oral communication.

 

2. Content

  • Changes in the field of Customer Relationship
  • The Concept of the Importance of Customer Value
  • Managing Customer Relationship
  • Strategical approach to Customer Relationship
  • Customers diversity
  • The meaning of employees in Customer Relationship
  • Interactions in Customer relationship
  • Problems in the field of Customer Relationship
  • Customer satisfaction
  • The meaning of measuring customer satisfaction
  • Business Customer Relations
  • (Modern) Technology that supports Customer Relationship 

3. Readings

 

  • Kumar, V., Reinartz, W. (2012). Customer Relationship Management. Concept, Strategy, and Tools. Second Edition. New York Dordrecht London: Springer-Verlag Berlin Heiderberg. Izbrana poglavja.
  • Pepers, D., Rogers, M. (2011). Managing Costumer Relationship. A Strategic Framework. Second Edition. Hoboken Ney Jersey: John Wiley & Sons, Inc. Izbrana poglavja.
  • Grigoroudis, E., Siskos, Y. (2010). Customer Satisfaction Evaluation. Methods of Measurina and Implementing Service Quality. Springer Science and Business Media, LLC. Izbrana poglavja. 

 

4. Intended learning outcomes

 

  • Student is able to understand and solve problems in the field of customer relationship, the meaning of customer diversity and measuring of customer satisfaction.

5. Learning and teaching methods

  • student preparations for lectures
  • lecture
  • student preparations for tutorials
  • tutorials
  • e-learning
  • seminar paper
  • project work

6. Assessment

  • Written and/or oral exam (condition: grade of the exam must be positive) (70%)
  • Active collaboration (individual and/or group work, e-learning), seminar work (seminar paper, project work, account of the seminar work) (30%)

The final grade of the course is made out of those partial study works that student got them before the time of the written or/and oral exam was announced.