Customer Relationship Management (L0048), 3 op

Perustiedot

Kurssin nimi:	Customer Relationship Management
Winhakoodi:	L0048
Kurren lyhenne:	CRM
Opintopisteet:	3
Opintojakson taso:	Vapaasti valittavat opinnot
Toteutusvuosi:	3.vsk, 4.vsk
Jakso:	Kevätlukukausi, 4.jakso
Lukuvuosi:
Opetuskieli:	English
Opettaja:	Antero Putkiranta
Lopullinen arviointi:	Arvosteluasteikolla (0-5)

Kuvaukset

Esitietovaatimukset

Introduction to Entrepreneurship, Introduction to Marketing, Electronical Business

Sisältö (ydinaines ja -osaaminen)

Optional studies (Course is part of the e-Business Module).

Introduction and Foundations of CRM:
- Attracting the customers - Identification of the potential customers
- Hooking the customers - Convincing the customers with value proposals
- Developing the customer relationship - Developing joint win-win-situations and relationships
- Maintaining the customer relationship - Keeping up the relationship
- Customer Relationship Management application development
- CRM systems and integration to other critical systems of the companies
- Practical cases of the use of CRM in companies.

Sisältö (täydentävä ja erityisosaaminen)

Building up competitive advantage by CRM: CRM applications and the interfaces with other operational applications: Key challenges in the development of CRM applications.

Tiedolliset oppimistulokset (ydinaines ja -osaaminen)

After finishing the course, the student can identify the key features and characteristics of a successful CRM application, can understand the operational framework of a CRM application within a company, and can identify the key milestones in the building of a CRM application.

Taidolliset oppimistulokset (ydinaines ja -osaaminen)

After finishing the course, the student can identify the key milestones in building of a CRM application for a customer, and can author a functional specification for a CRM application.

Kirjallisuus ja muu materiaali

Slides and other supporting material in the OVI portal
Short reading assignments in English during the lectures
Articles in ABI Inform and EBSCO databases

Opetusmenetelmät

Lectures 28 h
Individual written project work 52 h
Total 80 h

Opiskelijan kuormittavuus

Luennot - 28
Projekti - 52

Arvioinnin perusteet

In the assessment the grade is based on the individual written project work, in which the student authors a functional specification of a CRM application for a fictional company.

Koulutusohjelmakohtaiset kompetenssit

Kansainväliset valmiudet (T)
Yritystoiminnan periaatteiden osaaminen
Markkinointiosaaminen
Yrittäjyyden, liiketoiminnan ja johtamisen osaaminen (T)