Enterprise Systems II: Customer-oriented Models

The starting point of the course is the continuous influence of digitalisation on value creation logics in business relations and transactions. The course assumes a supplier-customer relations perspective and covers how customer relations are managed.

The course covers the following:
- marketing relations perspectives on business processes and systems use, and the matching rate between processes and systems,
- systems that aim to support the handling of customer relations, CRM, which is a key module in business systems,
- AI applications integrated in different processes and supported by a CRM system, and
- customer loyalty in relation to CRM systems and AI.

A written hand-in assignment completed in groups consists of an academic project report. The project, which is a core course component, is academic and recommendation-oriented. It involves an empirical study of customer relations management in relation to the implementation or use of CRM systems from a relational perspective.

Progressive specialisation: G1F (has less than 60 credits in first‐cycle course/s as entry requirements)

Education level: Undergraduate level

Admission requirements: 30 ECTS credits in Information Systems or Business Administration, or equivalent

Selection: Selection is usually based on your grade point average from upper secondary school or the number of credit points from previous university studies, or both.

This course is included in the following programme

• Study Programme in IT, Project management and ERP Systems (studied during year 2)
• Study Programme in IT-Design: Enterprise Systems and Economy (studied during year 2)