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Customer Relationship Management

Structure Type: Study unit
Code: TTKA0903
Type: Compulsory / Professional Studies
Curriculum: TK 2016
Level: Bachelor of Business Administration
Year of Study: 2 (2017-2018)
Credits: 2 cr
Responsible Teacher: Norrgård, Kenneth
Language of Instruction: English

Courses During the Academic Year 2017-2018

Impl.Group(s)Study TimeTeacher(s)LanguageEnrolment
7T-TK-2-1, T-TK-2-22017-09-01 – 2017-12-22Kenneth NorrgårdEnglish2017-08-21 – 2017-09-18

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


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