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.
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.
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.
Literature will be announced during first contact lessons.
Active presence in face-to-face meetings. Guided group work and its presentation.
Lectures, assignments and workshops. Flipped classroom. Independent information search.
01.01.2022 - 12.05.2022
02.12.2021 - 31.12.2021
Pietro Albanese, Kirsi Tanner
The course is use a Moodle learning environment.
Degree Programme in Business Administration
TAMK Main Campus
Possibility of accredition based on previously acquired competence.
Working life examples and cases. Practical workshops and assignment.
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.
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.
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.
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?