This course will deepen the participants’ knowledge and understanding of customer behavior.
The participants will examine and learn to apply both quantitative and qualitative methods to collect and analyze customer information. They will examine the concepts of value creation and customer / user centric design of products and services and the role of customer data as an essential part of strategy development .

After completing the course, the participants will be able to
- explain the role of customer analysis and insight in strategy development
- describe the impact of the global context in customer analysis
- apply the concept of service oriented design
- employ the methods of customer and target group analysis
- use various tools to develop his/her own business and design innovative new concepts based on customer and market insight
- develop customer centric metrics for balanced scorecard

Course contents
- customer oriented strategy
- value creation and value co-creation
- design thinking
- customer insight methods

The student is able to identify phases of traditional marketing planning process, and recognise the impact of global context. The student is able to describe the concept of customer value and is able to participate in a marketing development project based on a given procedure like design thinking.

The student is able to compare traditional marketing planning process to modern value-based strategic marketing planning also in a global context. The student is able to apply modern development tools like design thinking into strategic level problem solving. The student takes responsibility in the group activity developing solutions to a strategic level problems.

The student is able to analyse the impacts of the use of traditional marketing planning process compared to modern value-based strategic marketing planning in a global context. The student is able to apply strategic planning tools such as design thinking, and find creative solutions into strategic level problems. The student takes leading role in the group activity showing understanding of the features and needs of the industry in question.