•   Customer Experience Management 3H00DP13-3004 01.01.2022-12.05.2022  5 cr  (20LIKOM) +-
    Learning outcomes of the course unit
    During this course the students will deepen their knowledge about the management and development of customer relationships and customer experience.

    After completing the course the students
    - are able to utilize customer understanding in creating the customer journey , as well as to create customer profiles and personas
    - can design marketing communications and understand its significance in the creation of the customer experience
    - identify sources of customer value and design customer-oriented services
    - are able to set customer targets and design the related metrics.
    Prerequisites and co-requisites
    1st year courses or equivalent knowledge.
    Course contents
    How to create a customer profile, persona description, and a customer journey?
    How to plan customer-oriented marketing communications?
    How to develop customer processes and the value of customer relationships?
    How is customer experience managed and measured?
    Assessment criteria
    Satisfactory

    The student recognizes the tasks related to the management of the customer experience and is able to name the related areas. They know how to develop customer relationships.

    Good

    The student is able to work according to instructions in situations related to customer experience management. They are able to take advantage of e.g. customer understanding in customer relationship development and customer-oriented marketing communications.

    Excellent

    The student understands the areas of customer experience management and can apply them in practical work. They can plan customer-oriented marketing communications. The student is able to develop customer experience and is able to combine the issues of the different areas into a whole.

    Name of lecturer(s)

    Kirsi Tanner

    Recommended or required reading

    Literature will be announced during first contact lessons.

    Planned learning activities and teaching methods

    Active presence in face-to-face meetings. Guided group work and its presentation.
    Lectures, assignments and workshops. Flipped classroom. Independent information search.

    Language of instruction

    Finnish

    Timing

    01.01.2022 - 12.05.2022

    Registration

    24.11.2021 - 05.01.2022

    Credits

    5 cr

    Group(s)

    20LIKOM

    Seats

    15 - 40

    Teacher(s)

    Pietro Albanese, Kirsi Tanner

    Further information for students

    The course is use a Moodle learning environment.

    Unit, in charge

    Business Administration

    Degree programme(s)

    Degree Programme in Business Administration

    Office

    TAMK Main Campus

    Virtual proportion

    4 cr

    Evaluation scale

    0-5

    Completion alternatives

    Possibility of accredition based on previously acquired competence.

    Training and labour cooperation

    Working life examples and cases. Practical workshops and assignment.

    Exam schedule

    No exam. Pre-assignments and workshops in connection with meetings. Submission and presentation of the assignment at the end of the course. Active attendance is a prerequisite for completing the course.

    International connections

    English-language material and participation in the Tamk's international week lectures in week 14. The assignment is prepared for an import company that starts operations in Finland.

    Students use of time and load

    The total resource of an individual student is about 130 hours. The course lasts 10 weeks.

    60 hours of teaching, independent information search and pre-assignments as individual work.
    70 hours of group workshops and assignments.

    Content periodicity

    How to create a customer profile, persona description, and a customer journey?
    How to plan customer-oriented marketing communications?
    How to develop customer processes and the value of customer relationships?
    How is customer experience managed and measured?