•   Managing CRM Processes ICB006AS2AE-3004 13.01.2025-16.05.2025  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, the Salesforce Trailhead environment, a free cloud-based learning environment is used. Course material and assignments will be available on 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) and topical articles. In addition Trailhead learning platform (by Salesforce) is used.

    Working life connections

    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.

    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

    13.01.2025 - 16.05.2025

    Learning assignments

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

    Enrollment

    02.01.2025 - 10.01.2025

    Content scheduling

    Lectures are on Thursday afternoons.

    Groups
    • CONTACT
    • EXCH
    • ITE3PAICB1
    Alternative learning methods

    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.

    Teachers

    Terhi Pio

    Seats

    15 - 40

    Further information

    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.

    Degree Programme

    ITBBA Business Information Technology

    R&D proportion

    0.00 cr

    Virtual proportion

    0.00 cr

    Evaluation scale

    H-5