•   Managing CRM Processes ICB006AS2AE-3002 15.01.2024-17.05.2024  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)
    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