MPH_CCRM Cloud CRM

Faculty of Economics and Administration
Autumn 2023
Extent and Intensity
1/2/0. 4 credit(s). Type of Completion: k (colloquium).
Teacher(s)
Ing. Jakub Hanák (lecturer)
Ing. Mgr. Michal Krčál, Ph.D. (lecturer)
Guaranteed by
Ing. Mgr. Michal Krčál, Ph.D.
Department of Business Management – Faculty of Economics and Administration
Contact Person: Vlasta Radová
Supplier department: Department of Business Management – Faculty of Economics and Administration
Timetable
Tue 13:00–13:50 S313, except Tue 19. 9., except Tue 7. 11.
  • Timetable of Seminar Groups:
MPH_CCRM/01: Tue 14:00–15:50 VT105, except Tue 19. 9., except Tue 7. 11., J. Hanák, M. Krčál
Prerequisites
It is recommended to have a basic knowledge of the concept of information systems. User knowledge of an ERP is not necessary.
Course Enrolment Limitations
The course is also offered to the students of the fields other than those the course is directly associated with.
The capacity limit for the course is 24 student(s).
Current registration and enrolment status: enrolled: 3/24, only registered: 0/24, only registered with preference (fields directly associated with the programme): 0/24
fields of study / plans the course is directly associated with
Course objectives
The purpose of this course is to provide students the knowledge of CRM processes and their information support by Salesforce cloud CRM. The course targets areas such as Sales, Service, and Marketing. Students will also acquire basic knowledge of how to develop the CRM system to support CRM processes.
Learning outcomes
At the end of this course, students will be able to:
- describe CRM processes in details;
- apply acquired knowledge during implementation and support of CRM system in practice;
- design (configure and develop) parts of CRM system based on user requirements;
- describe typical activities and phases of CRM implementation project;
- design a CRM innovation project.
Syllabus
  • The content of the course consists of the following 12 topics.
  • 1. Introduction to CRM
  • 2. Data management and sharing
  • 3. Sales - basic processes
  • 4. Sales - advanced processes
  • 5. Service
  • 6. Marketing
  • 7. Process automation
  • 8. Salesforce Backend Programming
  • 9. Salesforce Frontend Programming
  • 10. Third-party systems integration
  • 11. Data migration
  • 12. Project presentation
Literature
    required literature
  • BUTTLE, Francis. Customer relationship management : concepts and tools. 1st ed. Amsterdam: Elsevier, 2004, xviii, 359. ISBN 075065502X. info
    recommended literature
  • BLOKDYK, Gerardus. Salesforce A Complete Guide. 5STARCooks, 2019. ISBN 0-655-53724-4. info
  • WEINMEISTER, Philip. Practical Salesforce Development Without Code: Building Declarative Solutions on the Salesforce Platform. 2019. ISBN 1-4842-4870-8. info
Teaching methods
Lectures, seminars, discussions, team project, coding, text writing
Assessment methods
You will receive credits (pass/fail) based on the following evaluation:
- active class participation and homework;
- team project and defense (can contain theoretical questions).

This course cannot be passed during study exchange online because an inherent part of the assessment is seminar work, homework, and a team project.
Language of instruction
Czech
Further comments (probably available only in Czech)
Study Materials
The course is taught annually.
Information on course enrolment limitations: Minimální počet pro otevření předmětu je 10 zapsaných studentů. / The minimum number of enrolled students to open the course is 10.
Teacher's information
Most of the course will be taught by practitioners which will share their skills and knowledge that is directly usable in practice.
The course is also listed under the following terms Autumn 2020, Autumn 2021, Autumn 2022, Autumn 2024.
  • Enrolment Statistics (Autumn 2023, recent)
  • Permalink: https://is.muni.cz/course/econ/autumn2023/MPH_CCRM