•   Managing CRM Processes ICB006AS2AE-3002 15.01.2024-17.05.2024  5   (CONTACT, ...) +-
    Learning objectives
    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)
    Starting level and linkage with other courses
    No prerequisites, sales course recommended
    Contents
    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
    Assessment criteria
    Assessment criteria - grade 1
    Fair knowledge of the course subject. Collected more than 45% of the total course points.
    Assessment criteria - grade 3
    Good knowledge of the course subject. Collected more than 65% 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)
    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's Trailhead environment, which offers a free cloud-based learning platform. Course material and assignments will be available in 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, there are 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

    15.01.2024 - 17.05.2024

    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

    02.01.2024 - 12.01.2024

    Content scheduling

    On Thursdays from 14.00 to 16.45

    Groups
    • CONTACT
    • BLENDED
    • EXCH
    • ITE3PAICB1
    Teachers

    Seppo Karisto, Terhi Pio

    Seats

    15 - 30

    Degree Programme

    ITBBA Business Information Technology

    R&D proportion

    0.00 cr

    Virtual proportion

    0.00 cr

    Evaluation scale

    H-5