Managing CRM Processes (5 cr)

Evaluation scale

H-5

Schedule

2nd period of semester 2025. Detailed schedules are in Moodle.

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) and topical articles. In addition Trailhead learning platform (by Salesforce) is used.

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.

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.

Exam dates and re-exam possibilities

There are no exams on this course.

Internationality

The study language in this course is English.

Completion alternatives

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.

Learning assignments

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

Assessment methods

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 40% of the total course points.
Grade 3: Good knowledge of the course subject. Collected more than 70% of the total course points.
Grade 5: Excellent knowledge of the course subject. Collected 90% of the maximum amount of the course points.