Customer Relationship Management SystemsLaajuus (5 ECTS)

Objective

The student is capable of building, maintaining and strengthening the relationships with a company’s (B-to-B) customers, in order to help the marketing organisation achieve its strategic goals. He/she is familiar with various CRM solutions, is able to compare them and able to utilize the best suited solutions in any given business environment or situation.

Content

- The scope of Customer Relations Management; Systems used in CRM
- Analysis of various applications
- Implementation in real business cases

Assessment criteria, satisfactory (1)

2 = Satisfactory performance: has completed all elements of the course and can apply and articulate concepts and information both verbally and in writing but may not have made enough effort. Certain areas of the assignments/team project are lacking in detail and require further input. The student could have demonstrated more interest and motivation for class activities and course assignments. Satisfactory presentation delivery and analysis.
1 = Sufficient performance: has completed basic requirements to pass the course and has made an attempt to apply and articulate concepts and information both verbally and in writing but has not made enough effort overall, the assignments and/or team projects are weak and require further input. The student has demonstrated little effort, interest and motivation for class activities and course assignments.
0 = Fail: has not attended the course or failed to complete one or all assignments/team project, has not met the basic requirements to pass the course.

Assessment criteria, good (3)

4 = Very good overall performance or excellent in one and very good in another element of the course: shows interest and motivation in all class activities and course assignments, applies and articulates concepts and information very well both verbally and in writing. Very good presentation delivery and analysis.
3 = Good overall performance: shows can apply and articulate concepts and information well both verbally and in writing, certain areas of assignments/team project require further attention; shows appropriate level of interest and motivation in all class activities and course assignments. Good presentation delivery and analysis.

Assessment criteria, excellent (5)

5= Excellent performance in all elements of the course: shows interest and motivation in all class activities and course assignments/team project, fully applies and clearly articulates concepts and information both verbally and in writing. The student follows the instructions and is able to support his/her argument with references to the recommended reading and lecture content. Excellent presentation delivery and analysis.

Assessment criteria, approved/failed

Sufficient performance: the student has completed basic requirements to pass the course and has demonstrated some ability to apply knowledge in the learning assignments related to working life. His/her analytical skills and/or the development approach need major improvement.

Further information

The course is assessed on the 0 (failed) – 5 (excellent) grading scale.