Customer Relationship Management
| Structure Type: | Study unit |
|---|---|
| Code: | TTKA0906 |
| Type: | Compulsory / Professional Studies |
| Curriculum: | TK 2017 |
| Level: | Bachelor of Business Administration |
| Year of Study: | 3 (2019-2020) |
| Credits: | 3 cr |
| Responsible Teacher: | Norrgård, Kenneth |
| Language of Instruction: | English |
Still need to take the course? See the courses during the academic year 2020-2021.
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: 81 h
- of which scheduled studies: about 30 h
- of which autonomous studies: 51 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.
Regional Impact
We are having a visitor from a local IT company telling about CRM.
Internationality
The language of instruction is English. The course is open also for Exchange Students.
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