suomeksi
in English
Customer Relationship Management (L0048), 3 op
Basic information
| Course name: | Customer Relationship Management Customer Relationship Management |
| Course Winha code: | L0048 |
| Kurre acronym: | CRM |
| Credits: | 3 |
| Type and level of course: | Optional Studies |
| Year of study, semester or study period: | 3.year, 4.year |
| Implementation: | Spring semester, 4.period |
| Semester: | |
| Language of tuition: | English |
| Teacher: | Antero Putkiranta |
| Final assessment: | Grading scale (0-5) |
Descriptions
Prerequisites
Introduction to Entrepreneurship, Introduction to Marketing, Electronical Business
Course contents (core content level)
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.
Course contents (additional)
Building up competitive advantage by CRM: CRM applications and the interfaces with other operational applications: Key challenges in the development of CRM applications.
Core content level learning outcomes (knowledge and understanding)
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.
Core content level learning outcomes (skills)
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.
Recommended reading
Slides and other supporting material in the OVI portal
Short reading assignments in English during the lectures
Articles in ABI Inform and EBSCO databases
Teaching and learning strategies
Lectures 28 h
Individual written project work 52 h
Total 80 h
Teaching methods and student workload
Lectures
Project
Assessment weighting and grading
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.
Related competences of the degree programme
International and intercultural skills
Competence in principles of business operations
Marketing skills
Entrepreneurial, business and leadership skills