ESF:MPH_CCRM Cloud CRM - Course Information
MPH_CCRM Cloud CRM
Faculty of Economics and AdministrationAutumn 2024
- Extent and Intensity
- 1/2/0. 4 credit(s). Type of Completion: k (colloquium).
In-person direct teaching - Teacher(s)
- Ing. Jakub Hanák (lecturer)
Ing. Mgr. Michal Krčál, Ph.D. (alternate examiner)
Matej Biroš (assistant) - 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 17. 9., except Tue 5. 11.
- Timetable of Seminar Groups:
- 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: 12/24, 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
- Business Informatics (programme ESF, B-POIN)
- Business Informatics (programme ESF, N-SI)
- 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
- PRIOR, Daniel D., Francis BUTTLE and Stan MAKLAN. Customer relationship management : concepts, applications and technologies. Fifth edition. London: Routledge, Taylor & Francis Group, 2024, xxv, 345. ISBN 9781032247441. 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. - Náhradní absolvování
- This course cannot be passed during semester aborad due to 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.
- Enrolment Statistics (recent)
- Permalink: https://is.muni.cz/course/econ/autumn2024/MPH_CCRM