Managing CRM ProcessesLaajuus (5 cr)

Learning objectives

Upon successful completion of the course, the student
- can describe the key benefits and challenges of a CRM system and its significance in business
- can explain the key concepts related to CRM
- can plan the business processes used in the CRM system
- is aware of the importance of information and information management in CRM use
- identifies opportunities for current technologies in CRM development
- has fundamental skills to use and configure CRM system (Salesforce)

Contents

CRM: An Essential Approach to Survive Fierce Competition
CRM as a Business Concept
Strategic, Operational, Analytical, and Collaborative CRM
Collecting and Utilising Customer Data in the CRM System
The Role of Marketing, Sales, and Service in Successful Customer Management
Understanding Account/Customer Management
Hands-On Exercises with Cloud-Based CRM Systems
Identifying Technical, Service, and Business Needs for CRM Utilisation
Team Assignment: Integrating Theory and Practical Exercises

Lähtötaso ja sidonnaisuudet muihin opintojaksoihin

No prerequisites, sales course recommended

Implementation methods, demonstration and Work&Study

- Lessons
- individual and team assignments
- lots of practical exercises

The course can also be completed by demonstrating previously acquired skills. If you have prior knowledge of the course content, please get in touch with the teacher during the first week of implementation.

Assessment criteria - grade 1

When the implementation type of the course is CONTACT, ONLINE or BLENDED it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25 %, your grade will be lowered by one. If you are absent more than 50 %, the course is failed.

Fair knowledge of the course subject. Collected more than 40% of the total course points.

Assessment criteria - grade 3

Good knowledge of the course subject. Collected more than 60% of the total course points.

Assessment criteria - grade 5

Excellent knowledge of the course subject. Collected 90% of maximum amount of the course points.

Assessment criteria, approved/failed

Min. 50% participation in the lessons and approved submission of the assignments.

Learning materials

Based on journals, books, related links and studies Multimedia presentations, animations On-line session materials Comprehensive CRM information system documentation Document templates available for the course exercises

Further information

- possibility to get Salesforce badges (useful in CV)