Managing CRM Processes - Opinto-opas

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)

No prerequisites, sales course recommended

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

Fair knowledge of the course subject. Collected more than 45% of the total course points.

Good knowledge of the course subject. Collected more than 65% 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