Customer Relationship Management (5 cr)

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

- Distance learning time 8.30-11.30 and 12.30-15.30
-Thursday 3.9.: Course Implementation Plan, Introduction to Customer Relationship Management
-Remote Assignment (blog article + video meeting)
-Thursday 1.10.: Customer Relationship Management
-Remote assignment (presenting implementation plan for the applied task to coach, report on the implementation of the applied task and preparation for presentation and peer feedback)
- Saturday 12.11.: Customer Relationship Management in Practice

Exam schedules

No traditional exam.

Assessment scale

Pass/Fail

Teaching methods

Collaborative learning, contact teaching and classroom discussions, learning tasks.
Expert article based on CRM theory in the form of a blog post, video chat with student groups.
A written report and presentation on how CRM can be applied in practice can be prepared for your workplace.

Learning materials

Independent information serach, customer related literature.
Lecture material and recommended literature in Tabula.
Ojasalo, K., Moilanen T., ja Ritalahti, J. Kehittämistyön menetelmät. Uudelaista osaamista liiketomintaan.

Student workload

About 130 hours. Three attendance sessions and videoconferencing remotely, learning assignments 110 hours (2 larger assignments). In addition, studying literature etc. as part of learning tasks.

Content scheduling

See learning environment.

Completion alternatives

Recognition of prior learning (as evidenced by a certificate of employment or study) allows for a customized approach (HyväHot). The deviation must be agreed on the first time of the course at the latest.

Practical training and working life cooperation

Students working in the field of the course, collaborative learning. Potential business guest.

International connections

Source materials in English.

Further information

A parallel implementation in the spring.

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.

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.