Managing CRM Processes - Opinto-opas

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)

No prerequisites, sales course recommended

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

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.

Good knowledge of the course subject. Collected more than 60% of the total course points.

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

- possibility to get Salesforce badges (useful in CV)

The course is based on classroom lectures, personal assignments, and one major team assignment. For practical learning, the Salesforce Trailhead environment, a free cloud-based learning environment is used. Course material and assignments will be available on Moodle.

Learning is based on the theory part discussed during the lectures. The material is provided by the teacher (pp presentations) and topical articles. In addition Trailhead learning platform (by Salesforce) is used.

During the course, there's a possibility of visiting speakers from different companies that either sell and implement CRM solutions or/and use them in their daily customer operations.

Pasila Campus

There are no exams on this course.

English

The study language in this course is English.

13.01.2025 - 16.05.2025

Personal assignments, one major group work, and learning modules in Trailhead learning environment.

02.01.2025 - 10.01.2025

Lectures are on Thursday afternoons.

CONTACT
EXCH
ITE3PAICB1

There is a possibility of RPL for the course.
In case you are interested in RPL, contact the teacher during the first week of the course.

The RPL process has two steps:
1. Application for RPL - short description of experience with CRM. (Including documents that support the application: CV/certificates/similar).
2. After passing the acceptance criteria, an essay on experience, tasks, and competencies is written. The essay should reflect the learning objectives and content mentioned in the course description.

RPLs are evaluated with grades 1 through 5.

Terhi Pio

15 - 40

The grade is based on being present and active during lessons and learning assignments.
In order to pass the course, at least 80% of assignments must be submitted and approved. It's mandatory to take part in the team assignment.

Grade 1: Good knowledge of the course subject. Collected more than 45% of the total course points.
Grade 3: Good knowledge of the course subject. Collected more than 65% of the total course points.
Grade 5: Excellent knowledge of the course subject. Collected 90% of the maximum amount of the course points.

ITBBA Business Information Technology

0.00 cr

H-5