Managing CRM Processes (5 cr)

Evaluation scale

H-5

Schedule

On Thursdays from 14.00 to 16.45

Implementation methods, demonstration and Work&Study

- Lessons
- individual and team assignments
- lots of practical exercises

The course can also be completed by demonstrating previously acquired skills. If you have prior knowledge of the course content, please get in touch with the teacher during the first week of implementation.

Intro

Do you want to understand how companies build strong customer relationships and why CRM is a critical part of today's business? This course will take you into the world of Customer Relationship Management (CRM) in a practical way, considering both the technological and business perspectives.
During the course, you will learn how CRM systems help manage customer data, streamline processes, and support strategic decision-making. You will discover how to automate marketing, how sales teams use CRM to increase efficiency, and how to integrate customer service processes into CRM. Additionally, the role of CRM in business strategy and its future considering new technologies will be examined.
By the end of the course, you will be able to design business processes in a CRM environment, master key terminology, and gain concrete experience in using a CRM system from both the end-user and administrator perspectives.

Materials

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

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.

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.

Exam dates and re-exam possibilities

There are no exams on this course

Internationality

The study language in this course is English.

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.