•   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
    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