Global customer values

Management accounting - an overview:
- Management accounting and decision making
- Balanced scorecards and strategy maps
- Costs, costing (absorption costing, activity based costing, TDABC, etc.) and profitability analyses (products, customers, etc.)
- Measuring and managing process performance (technologies, "lean", "just in time", "kaizen costing", etc.)
- Measuring and managing life-cycle costs ("target costing", life-cycle revenues, benchmarking, etc)
- Management accounting and control systems
- Budgets for planning and coordination
- Financial control

Global customer values - an introduction:
- The creation of customer values ("value for money")
- The creation of economic customer values ("money for value")
- The creation of a customer oriented organizational culture ("businesslike customer orientation")

Customer value in global business markets:
- Understanding customer value in global business markets
- Creating customer value in global business markets
- Delivering customer value in global business markets

Customer values in consumer markets:
- Measurements of customer preferences
- Measurements of the importances of attributes with respect to value creation in consumer markets

Economic customer values:
- Customer profitability accounting (and other market oriented accounts)
- Customer profitability analysis
- Customer equity (customer life-time value)
- Customer profitability and risks (customer credit risks, country risks, etc.)
- Customer segments based on customer profitability etc.

Customer relationships, business-like customer orientation (the creation of reciprocal and long-term additional value) and a customer-value oriented organisational culture (based on customer and market orientation, social responsibility and sustainable economic development)

Customer loyalty models (relationships between attributes, customer satisfaction, image/reputation, customer loyalty and customer profitability), customer barometers, etc.

Knowledge:
- Be competent in the field's terminology
- Have in-depth knowledge of central issues and problems related to management accounting emphasizing global customer values
- Have in-depth competence in customer values on international business and customer markets (what generates customer value, how to develop customer value and how to supply customer value)
- Have advanced knowledge in market-oriented accounting and profitability analyses, especially with respect to the elaboration of customer profitability accounting and customer profitability analyses including customer segmentation approaches and customer credit risks
 
Skills:
- Be able to communicate problems, issues and analyses in the field, and draw conclusions
- Know how to use various tools when analyzing customer values

General competence:
- Have in-depth knowledge about attitudes and drivers of change processes concerning customers (Market orientation, customer orientation, etc.)
- Ability to contribute to an innovative and profitable further development of the customer value proposition

Lectures, guest lectures, quizzes and discussions, exercises (management accounting, customer profitability accounting, customer profitability analyses, etc.), presentations (case, literature, etc.). This includes both individual work and group work involving groups of maximum four students. A portfolio is established for each student as part of the evaluation of the subject, including assignments and presentations, both individual and in groups (case, literature/articles, etc.), exercises, quizzes, discussions, etc.  

Mandatory assignments:
Active participation in the classes is strongly recommended.