•   Managing CRM Processes ICB006AS2AE-3006 23.03.2026-15.05.2026  5   (CONTACT, ...) +-
    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
    - Identify opportunities for current technologies in CRM development
    - has fundamental skills to use and configure CRM system (Salesforce)
    Starting level and linkage with other courses
    No prerequisites, sales course recommended
    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
    Assessment criteria
    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.
    Further information
    - possibility to get Salesforce badges (useful in CV)
    Campus

    Pasila Campus

    Teaching language

    English

    Timing

    23.03.2026 - 15.05.2026

    Groups
    • CONTACT
    • EXCH
    • ITE3PAICB1
    Teachers

    Terhi Pio

    Seats

    15 - 40

    Degree Programme

    ITBBA Business Information Technology

    R&D proportion

    0.00 cr

    Virtual proportion

    0.00 cr

    Evaluation scale

    H-5