Customer Relationship Management Processes
- Code: BUS8TF008
- Extent: 4 cr (108h)
- Timing: 4th or 5th semester
- Language: English
- Level: professional studies
Upon successful completion of the course, the student
- will recognize Customer Relationship Management as a business function
- will be capable to plan and integrate business related CRM processes to information system
- has advanced competence to use CRM information system
In this course students will learn CRM as business function and how to adapt the function to information systems. The course has two separated parts which supports each other: the business part keeps the course focus on learning CRM concept and processes. In the system part students will research how CRM information system works and finally they will integrate the planned processes into the system. During the course students will complete a small process integration project.
Tuomo Ryynänen, Pasila Campus
Based on journals, books, related links and studies.
Lessons 1-4 : CRM as business concept
Lessons 5-8 : Planning the CRM processes (part of this will be based on individual work)
Lesson 9: The course exam
Lessons 10-14 CRM process integration to Information system (individual work)
Lessons 15 -> The evaluation of the course results
Self-assessment of learning (1 h)
|Components||Grade 1 (50 %)||Grade 3 (70 %)||Grade 5 (90 %)|
|The business module||
|The system module||
The self-assessment of learning assignment does not impact your grade. The assignment is the same for all courses/modules and your answers will be used also for course/module development. The assignment is completed online in WinhaOpaali.