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Managing CRM Processes

Managing CRM Processes
  • Code: BIG4TF004
  • Extent: 4 cr (108h)
  • Timing:  4th or 5th semester
  • Language: English
  •  Level: professional studies 

Learning outcomes

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 some experiences how to use CRM information system
  • learn practical ways how to utilize CRM as a business tool

Course contents

In this course students will learn what is CRM and it means for business. The course has two parts, the business part and the analysis part. The main focus is based on learning CRM concept and connect it to business. The following topics below will be the key content of the course:

  • CRM as a business concept
    • Introduction to marketing models: Mass marketing vs. Relationship marketing
    • Self study part based on literal reseach
  • 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
  • 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

Course materials

  • Based on journals, books, related links and studies
  • Multimedia presentations, animations
  • On-line session materials
  • Comprehensive CRM information system documentation
  • Document templates available for the course exercises

Course plan

  • Contact hours and teacher’s guidance in (estimated work load about 36 hours)
  • On-line virtual learning sessions and remote support (estimated 12 hours)
  • Self assignments, remote work (estimated 46 hours)
  • Exam preparations (estimated 14 working hours)

Accreditation of prior learning (APL)

To get a passing (P) grade and exemption from the course, student must display and demonstrate the competence by certificates from earlier studies or work experience covering the course objectives and contents. It is possible to participate in the competence demonstration only once before taking the course

Teaching and learning methods

  • Contact lessons
  • Virtual e-learning sessions
  • The assessment of one’s own learning 1 h

Assessment criteria

Components Grade 1 (45 %) Grade 3 (65 %) Grade 5 (85 %)
The business module Good 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  85% of maximum amount of the course points.
The system module Basic knowledge of the learning objectives and worked according to instructions. On time deliverables. The requirement analysis is completed. More than 45% of the total course points is collected. Good knowledge of the learning objectives and worked according to the course instructions. On time deliverables. The requirement analysis is completed. More than 65% of the total course points is collected.

Excellent knowledge of the learning objectives and good work according to the course instructions. The student shows independent and team working skills. On time deliverables. More than 85% of the total course points is collected.

 

The assessment of one’s own learning does not influence the grade. The assignment is the same for all courses/modules and the answers will also be used for course/module development.

Teacher responsible

Tuomo Ryynänen