Customer Relationship Management
| Structure Type: | Study unit |
|---|---|
| Code: | TTKA0903 |
| Type: | Compulsory / Professional Studies |
| Curriculum: | TK 2015 |
| Level: | Bachelor of Business Administration |
| Year of Study: | 2 (2016-2017) |
| Credits: | 2 cr |
| Responsible Teacher: | Norrgård, Kenneth |
| Language of Instruction: | English |
Courses During the Academic Year 2016-2017
| Impl. | Group(s) | Study Time | Teacher(s) | Language | Enrolment |
|---|---|---|---|---|---|
| 5 | T-TK-2-1 | 2016-09-01 – 2016-12-31 | Kenneth Norrgård | English | 2016-08-22 – 2016-09-19 |
| 6 | T-TK-2-2 | 2017-01-09 – 2017-04-29 | Kenneth Norrgård | English | 2016-12-12 – 2017-01-16 |
Learning Outcomes
The student
- understands the business view of Customer Relationship Management
- understands various concepts of CRM processes and decision-making
- understands how ERP enables CRM process development
- learn basics of a web based CRM system, its implementation and integration
Student's Workload
Total work load of the course: 54 h
- of which scheduled studies: about 26 h
- of which autonomous studies: 28 h
The assesment of student's own learning 1 h is included in contact lessons.
Prerequisites / Recommended Optional Courses
None
Contents
Customer Relationship Management (CRM) is a business strategy that is designed to improve customer service. CRM is also aims to increase customer satisfaction, manage the best customers effectively, and gain new quality customers, thus increasing a business’s profitability.
The cource will give an overview of Customer Relationship Management business processes and process development.
Recommended or Required Reading and Other Learning Resources/Tools
yet to be determined
Mode of Delivery / Planned Learning Activities and Teaching Methods
Lectures, web based studies, assignmnets and project work
Assessment Criteria
5
Student has a deeper understanding for how successful Customer Relationship Management navigation is an inportant part of today’s competitive business world. The student is able to apply his/her newfound knowledge in ptactice and can propose solutions to potential problems
3
Student has a deeper understanding for how successful Customer Relationship Management navigation is an important part of today’s competitive business world
1
Student has basic knowledge of CRM and is able to explain what its all about
Assessment Methods
Exam or larger project work & workshop (about 50%), Assignments and exercises (about 50%)
Further Information
This course is also open for VAMK students outside the IT degree program and for exchange students