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Customer Relationship Management

Structure Type: Study unit
Code: TTKA0906
Type: Compulsory / Professional Studies
Curriculum: TK 2018
Level: Bachelor of Business Administration
Year of Study: 3 (2020-2021)
Credits: 3 cr
Responsible Teacher: Norrgård, Kenneth
Language of Instruction: English

Courses During the Academic Year 2020-2021

Impl.Group(s)Study TimeTeacher(s)LanguageEnrolment
3001TK2018-3A, TK2018-3B2020-08-31 – 2020-12-20Klaus SalonenEnglish2020-08-17 – 2020-09-11

Still need to take the course? See the courses during the academic year 2021-2022.

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



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.


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

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

Student has a deeper understanding for how successful Customer Relationship Management navigation is an important part of today’s competitive business world

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