Olet täällä

Customer Relationship Management Processes

Customer Relationship Management Processes
  • Code: BUS8TF008
  • 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 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

Course contents

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.

Teacher responsible

Tuomo Ryynänen, Pasila Campus

Course materials

Based on journals, books, related links and studies.

Course plan

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

The assessment of one’s own learning 1 h

Assessment criteria

Components Grade 1 (40 %) Grade 3 (70 %) Grade 5 (90 %)
The business module
  • The exam is passed
  • Short business concept described
  • Process plan exists
  • The exam is passed
  • Business concept exists including analytical skills
  • Process plan exists and it has a clear link to the plan
  • The exam is passed
  • Business concept exists including rich analytical skills
  • Process plan exists and it has a clear link to the plan
The system module
  • Basic knowledge of CRM information system
  • Good knowledge of CRM information system and the planned processes were integrated into the system
  • Deep, analytical skills and capabilities to show various options how process integration can be done

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. The assignment is completed online in WinhaOpaali.