Managing CRM Processes - BIG4TF004 - Opinto-opas

Managing CRM Processes, 5 cr - BIG4TF004

Upcoming implementations

No upcoming implementations yet.

Current implementations

No ongoing implementations yet.

Past implementations

Managing CRM Processes BIG4TF004-3010 16.01.2023-19.05.2023 5 op (TF5DIG, ...) +-
Teaching methods and instruction

The course is based on classroom lectures, personal assignments, and one major team assignment. For practical learning, we use the Salesforce trailhead environment, which offers a free cloud-based learning platform. Course material and assignments will be available in the moodle.

Learning material and recommended literature

Learning is based on the theory part discussed during the lectures. The material is provided by the teacher (pp presentations), topical articles, and the following book:
Customer relationship management: eBook
Peelen, Ed, kirjoittaja ; Beltman, Rob, 2013
Salesforce trailhead platform

Working life connections

During the course, we will save several visiting speakers from different companies that either sell and implement CRM solutions or/and use them in their daily customer operations. Those companies potentially also hire graduates for CRM operations.

Campus

Pasila Campus

Exam dates and re-exam possibilities

There are no exams on this course

Teaching language

English

Internationality

The study language in this course is English.

Timing

16.01.2023 - 19.05.2023

Learning assignments

Personal assignments are mainly essays of 700-1500 words based on self-study. One team assignment based on the theory part discussed during lectures including a practical Salesforce demo presentation.

Enrollment

02.01.2023 - 13.01.2023

Content scheduling

On Thursdays from 14.00 till 16.45 starting from the August 25th till December the 15th.
Groups
- TF5DIG
- EXCH
- CONTACT
Alternative learning methods

RPL
Students have either previous studies on the topic or working experience on the CRM

Teachers

Seppo Karisto

Seats

15 - 40

Further information

Individual assignments 60%, team assignments 40%
Min. 80% of assignments submitted and approved, must contribute to team assignment
5 - Excellent knowledge of the course subject. Collected 90% of maximum amount of the course points.
3 - Good knowledge of the course subject. Collected more than 65% of the total course points.
1 - Fair knowledge of the course subject. Collected more than 45% of the total course points.

Degree Programme

BITE Degree Programme in Business Information Technology

R&D proportion

2.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5

Upon successful completion of the course, the student
will learn what the term CRM means
will understand the value of data for CRM use purposes
can evaluate business requirements for CRM
gain practical experiences how to use CRM information system (Salesforce)

Theoretical part of CRM
- marketing, customer relationship management
- operational CRM
- analytical CRM
- collaborational CRM
- digital footprint
- how web pages are collecting customer data
- Salesforce practical excersizes/ Salesforce trails

CRM as a business concept
Introduction to marketing models: Mass marketing vs. Relationship marketing
Self study part based on literal research
Web as a CRM and mass surveillance platform:
How customer data can be collected in the
How users on the web can protect their privacy (hands on guidance included)
CRM and business requirements
Feasibility study
Hands on method how to integrate feasibility study requirements into CRM processes
Hands on exercises on cloud based CRM system
Final report
The final report presents how to integrate business requirements
Identify what are the technical, service and business needs before CRM can be utilized in business

- Lessons
- assignments
- lots of practical exercises
- visiting speakers
- company visit(s)

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

- possibility to get Salesforce badges (useful in CV)

No prerequisites

Good knowledge of the course subject. Collected more than 45% of the total course points.

Good knowledge of the course subject. Collected more than 65% of the total course points.

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