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Customer Relationship Management (5 cr)

Code: NY00EC69-3001

General information


Enrolment period
19.11.2018 - 01.03.2019
Registration for the implementation has ended.
Timing
08.03.2019 - 17.05.2019
Implementation has ended.
Credits
5 cr
Local portion
2 cr
Virtual portion
3 cr
RDI portion
3 cr
Mode of delivery
Blended learning
Unit
Educations
Campus
TAMK Main Campus
Teaching languages
Finnish
Seats
20 - 40
Degree programmes
Master's Degree Programme in Social Services
Teachers
Mirva Kolonen
Person in charge
Merja Sinkkonen
Course
NY00EC69

Objectives (course unit)

Goals for expertise to be learned by the student:
• Knows and understands meaning of customer-orientation and CRM principles, challenges and targets
• Knows fundamental contents and methods of CRM
• Is able to act as a manager to conduct CRM and the processes connected in cooperative networks and dynamic environments

Content (course unit)

Contents of the course

• Meaning of customer orientation
• Fundamentals of CRM
• Management of CRM

Assessment criteria, pass/fail (course unit)

Accepted
The student has demonstrated at least good customer relationship management expertise and further developed his / her skills. The student is able to apply CRM principles in practice. Required tasks returned on time.

Failed
The student has failed to complete the course assignments or has only demonstrated satisfactory customer relationship management expertise. The student has tried to apply the principles of CRM in the organization without success.

Location and time

1. Lähitatapaaminen to 08.03.19 8.30-15.30, orientaatio, teoriaa ja tehtävistä sopiminen.
2. To 04.04 kp (etäkerta?) Sovitaan ensimmäisellä orientaatiotunnilla toteutustapa.
3. To 17.05 8.30-15.30 koko päivä seminaaripäivä, soveltavien tehtävien esitykset. Sovitaan yhdessä hyvä esittelytapa.

Evaluation methods and criteria

Aktiivinen osallistuminen lähiopetukseen, tunnilla annettujen tehtävien suorittaminen. Tabulassa tarkemmin arvioinnista.

Assessment scale

Pass/Fail

Further information

Lähiopetus:
to 08.03 klo 8.30-15.30 koko päivä
To 04.04 kp. (etäkerta?) Sovitaan ensimmäisellä tunnilla.
To 17.05 klo 08.30-15.30 koko päivä

Assessment criteria - fail (0) (Not in use, Look at the Assessment criteria above)

Failed
The student has failed to complete the course assignments or has only demonstrated satisfactory customer relationship management expertise. The student has tried to apply the principles of CRM in the organization without success.

Assessment criteria - pass/fail (Not in use, Look at the Assessment criteria above)

Accepted
The student has demonstrated at least good customer relationship management expertise and further developed his / her skills. The student is able to apply CRM principles in practice. Required tasks returned on time.

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