Course syllabus for Customer relationship management

The course syllabus contains changes
See changes

Course syllabus adopted 2023-02-08 by Head of Programme (or corresponding).

Overview

  • Swedish nameCustomer relationship management
  • CodeTEK970
  • Credits7.5 Credits
  • OwnerMPSCM
  • Education cycleSecond-cycle
  • Main field of studyIndustrial Engineering and Management
  • DepartmentTECHNOLOGY MANAGEMENT AND ECONOMICS
  • GradingTH - Pass with distinction (5), Pass with credit (4), Pass (3), Fail

Course round 1

  • Teaching language English
  • Application code 37123
  • Maximum participants65 (at least 10% of the seats are reserved for exchange students)
  • Block schedule
  • Open for exchange studentsYes

Credit distribution

0123 Examination 7.5 c
Grading: TH		7.5 c
  • 24 Okt 2023 am J DIG
  • 04 Jan 2024 pm J DIG
  • 21 Aug 2024 pm J DIG

In programmes

Examiner

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Eligibility

General entry requirements for Master's level (second cycle)
Applicants enrolled in a programme at Chalmers where the course is included in the study programme are exempted from fulfilling the requirements above.

Specific entry requirements

English 6 (or by other approved means with the equivalent proficiency level)
Applicants enrolled in a programme at Chalmers where the course is included in the study programme are exempted from fulfilling the requirements above.

Course specific prerequisites

The course is compulsory for master’s students Supply chain management. Other students can be accepted if they also follow TEK416 Purchasing and supply management (the course goes during the same study period).

Aim

The course aims at providing students with an understanding of the ‘customer side’ of a firm, i.., how a firm reaches out to its customers through what is often referred to as distribution channels, marketing channels or a distribution network. The course deals with company functions directed towards customers, such as marketing, sales, and logistics.

Learning outcomes (after completion of the course the student should be able to)

  • Identify critical issues on the customer side of a company
  • Define distribution and explain related concepts
  • Describe and explain the role of customer relationships and distribution in a company
  • Explain how distribution is linked to other functions in a company and to the operations of customers and suppliers
  • Describe contemporary trends in the customer side of a company and analyse the effects of these from several perspectives
  • Describe and explain central components and features of customer relationships and distribution networks
  • Analyse the performance of different types of distribution strategies and distribution networks in terms of efficiency and value creation potential and their effects on customer relationships
  • Use theoretical concepts in the course on real cases
  • Use perspectives of diversity of individuals – in terms of gender, educational background, and nationality – to reflect on work carried out in groups

Content

In the first part of the course students are provided with insights about recent and ongoing changes at the customer side of companies (in the course also referred to as distribution networks) and the enhanced role of distribution. Definitions of distribution are discussed as well as current changes and trends that affect distribution and customer relationships. We conclude that the main consequence of current changes is that suppliers need to reconsider the perspective on their distribution strategies and their customer relationships. Previous conceptualizations have focused on the output of the factory and advocated a "channel out" approach. Today's changing conditions call for a complementary perspective that takes point of departure in the operative context of the customer. The main mission for a supplier then should be to assist customers in solving their problems and identifying and realizing their business opportunities. The course therefore covers a network perspective on distribution, which implies that we discuss how the nature of a certain distribution solution impacts on and is impacted by the surrounding business network and its characteristics. Furthermore, customer relationships are key components in these distribution networks. Furthermore, the course also deals with managerial issues related to strategizing and organizing in relation to the customer side of a firm.

Based on this, a number of themes are dealt with in the course:
  • Definitions of distribution
  • The role of distribution and customer relationships
  • Current transformations and trends in distribution and customer relationships
  • Distribution structures and distribution strategies and how they impact on customer relationships
  • Efficiency and value creation on the customer side of a firm
  • An industrial network approach to the customer side of the firm

Organisation

The course is based on a combination of lectures, seminars, group work and individual work.

Literature

The course literature consists of a mixture of books, articles and other working materials that will be announced no later than two weeks prior to the course introduction.

Examination including compulsory elements

The course is examined through assignments and a written examination.

The course examiner may assess individual students in other ways than what is stated above if there are special reasons for doing so, for example if a student has a decision from Chalmers on educational support due to disability.

The course syllabus contains changes

  • Changes to module:
    • 2023-04-26: Digital exam Changed to digital exam by vana
      [0123 Examination 7,5 credit] Changed to digital examination