The Customer Management I course focuses on formulating and implementing customer management strategies and policies, a task undertaken in most companies at different strategic and operational levels. The relationship between a company and a customer has many facets, which find their foundation in the experience the customer seeks. Leading companies understand that competitive advantage can only be achieved by managing multiple markets, not just consumer markets, but also supplier, referral, internal markets etc.

These markets are crucial for creating a great customer experience and to maintain customer relationships. ‘Customer experience’ is context dependent and consequently, companies uncover the key drivers of customer experience in individual market segments. Overall, the course introduces the experience-driven Relationship Marketing approach – a modern approach of understanding and managing customers for the long-term both in the B2C and the B2B contexts.