Customer Relationship Management
| Structure Type: | Study unit |
|---|---|
| Code: | TTKA0906 |
| Curriculum: | TK 2021 |
| Level: | Bachelor of Business Administration |
| Year of Study: | 3 (2023-2024) |
| Semester: | Autumn |
| Credits: | 3 cr |
| Responsible Teacher: | Norrgård, Kenneth |
| Language of Instruction: | English |
Courses During the Academic Year 2023-2024
| Impl. | Group(s) | Study Time | Teacher(s) | Language | Enrolment |
|---|---|---|---|---|---|
| 3004 | TK2021-3A, TK2021-3B | 2023-08-28 – 2023-12-24 | Thomas Sabel | English | 2023-08-01 – 2023-09-06 |
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 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
CRMs are being used regionally and this course gives students an understanding of the use of CRMs.
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