COURSE SYLLABUS

Customer Relationship Management 7.5 credits

Customer Relationship Management
Second cycle, M7010N
Version
Course syllabus valid: Autumn 2019 Sp 1 - Present
The version indicates the term and period for which this course syllabus is valid. The most recent version of the course syllabus is shown first.

Syllabus established
by Department of Business Administration and Social Sciences 28 Feb 2007

Last revised
by Director of Undergraduate Studies Daniel Örtqvist, Department of Business Administration, Technology and Social Sciences 14 Jun 2019

Education level
Second cycle
Grade scale
U G VG *
Subject
Business Administration
Subject group (SCB)
Business Administration
Main field of study
Business Administration

Entry requirements

The ability to apply and integrate the different areas of business administration equal to the course aim of O0008N Integral course, Business Administration as well as knowledge and abilities equal to the aims of the courses M0033N Business-to-Business Marketing and M0014N International Marketing or one of these replaced with other specialization course in business administration as approved by examiner.


More information about English language requirements


Selection

The selection is based on 20-285 credits



Course Aim
The aim of the course is for the student to be able to critically review and utilize customer relationship management (CRM) theory and apply CRM concepts in a strategic marketing plan. Upon completion of this course, students should be able to:
  • explain and use central concepts and theories in the area of CRM
  • describe  important CRM approaches
  • apply CRM concepts for enhancing marketing and customer service
  • describe different approaches for redesigning business processes for CRM
  • describe and explain the main information technologies enabling CRM
  • describe a successful implementation of CRM
  • develop ideas and plans in collaboration with other students
  • analyse, discuss and defend strategies for CRM implementation
  • review scientific articles

Contents
This course provides a review of customer relationship management. This contains what CRM is, the benefits it delivers, the context in which it is used, the technologies that are deployed, and how it can be implemented. This course also shows how CRM practices and technologies are used to enhance the achievement of marketing, sales and service objectives throughout the customer life-cycle stages while supporting organizational goals.

Realization
Lectures, seminars, supervision, group assignments, case studies and project work. The course contains a project work in consult with relevant literature for drafting a research study.

Examination
Written tests are used to demonstrate student’s abilities to explain and use concepts and theories in CRM. Case study and/or project work seminars and reports are used to examine student’s ability to:
  • describe  important CRM approaches
  • apply CRM concepts for enhancing marketing and customer service
  • describe different approaches for redesigning business processes for CRM
  • describe and explain the main information technologies enabling CRM
  • describe a successful implementation of CRM
  • develop ideas and plans in collaboration with other students
  • analyse, discuss and defend strategies for CRM implementation
  • review scientific articles

The requirement for passing the course is attendance at compulsory sessions.

Remarks
Students must register for the courses themselves, or contact ETS educational administration eduets@ltu.se, not later than three days after the quarter commences. Failure to do so can result in the place being lost. This rule also applies to students with a guaranteed place.

Examiner
Tim Foster

Literature. Valid from Autumn 2019 Sp 1 (May change until 10 weeks before course start)
Buttle, F. & Maklan, S. (2019) Customer Relationship Management: Concepts and Technologies (4th edition). Routledge. ISBN: 9781138498259
Literature might be added.

Course offered by
Department of Business Administration, Technology and Social Sciences

Modules
CodeDescriptionGrade scaleHPStatusFrom periodTitle
0001Compulsory tests and assignmentsU G VG *7.50MandatoryA07

Study guidance
Study guidance for the course is to be found in our learning platform Canvas before the course starts. Students applying for single subject courses get more information in the Welcome letter. You will find the learning platform via My LTU.