Customer Relationship Management covers customer focused organizational culture, customer portfolio management, customer related processes and metrics. The aim of the course is to increase student’s skills on these various core themes within customer relationship management.

As learning outcomes the student is able to identify customers’ needs, classify various customers within customer portfolio to more homogeneous subgroups, plan efficient and effective processes to take care those chosen subgroups while taking into account the objectives related to customer satisfaction, customer loyalty and customer profitability.