Welcome to the course Customer Relationship Management 7,5cr

On this page you will find information about your course, course registration and more. Here you will also find your course syllabus and the course timetable.

Course information

This course is a half-time course given between weeks 46-02.
Name of course

Customer Relationship Management 7,5 credits

Course code


Application code



Faculty of Education and Business studies

Course co-ordinator

Aihie Osarenkhoe

E-mail: aihie.osarenkhoe@hig.se

Telephone: +4626 64 85 84

Course administration

Eva Persson

E-mail: studentsupport@hig.se


Register on your course!

In order to register on your course, you first need to create a user account. Read more about how to activate your user account in our guide, "Five steps to get started".

If you do not register on time, you will lose your place on the course. Please contact your course administrator before the end of the registration period if you are experiencing problems with course registration.

If you are conditionally admitted you are not able to register on the course yourself.

Period for course registration: 26 October - 8 November 2020

About the course

Course syllabus, reading list and timetable

Course syllabus, reading list and timetable

Course organisation and communication

Course organisation


Dear course participants!

Welcome to Customer Relationship Management (CRM). I guess you are aware that there are no campus based lectures because of Covid-19 outbreak. Consequently, lectures will be held via the Zoom meeting platform. Recorded lectures will be uploaded via HIG Play media portal prior to or on the scheduled date of the lectures. Here is the course schedule.

Registration, roll call and the first lecture is scheduled to take place on Monday 9th of November 2020 at 10.00. The online lecture is going to be delivered via the Zoom meeting platform:

  • To join this meeting/lecture, click on this link https://hig-se.zoom.us/my/aihie (or use the Zoom app) and write in the “Meeting ID”: 555 191 4526
  • Log in with your full name as “personal link name” on a computer with a camera so we can see you, and a functioning microphone or headset, for registration purposes and questions.
  • The lectures will be recorded, and the videos will be available on Canvas.


ASSIGNMENT 1: ARTICLE ANALYSIS (constitutes 20 percent of the final grade). 1a) Article presentation seminar scheduled to take place 23rd of November 2020 at 09.30-16.00; Assignment 1b) Article review report to be submitted in Discussion forum on Canvas 25th of November 2020 at 12.00.


Home examination, based mainly on topics addressed in the course literature and lectures, will take place 15th of January 2021 between 08.00 and 17.00 (Swedish time). It will include the following chapters: 1, 2, 3, 4, 6, 7, 8, 9, & 12. Re-examination (Re-sit) will take place the 26th of February 2021 at 08.00 – 17.00 (Swedish time). Re-sit examination will include chapters: 1, 2, 3, 4, 6, 7, 8, 9, & 12.

MAIN COURSE LITERATURE: Donaldson, B. & O´Toole, T. (2007), Strategic Market Relationship 2nd Ed., John Wiley & Sons, Ltd Chichester, England, Approx. 288 pages. ISBN 978-0-470-02880-3.


Assignment 3 consists of two parts: 1) Assignment 3a: Write a Term paper: Deadline for submission of Term paper via a special folder on Canvas is 22nd of December 2020 at 12.00 noon (Swedish time). 2) Assignment 3b: Term paper opposition should be submitted on the 11th of January 2021 at 12.00 noon (Swedish time). Instructions on assignment 3b is on page 20.

Good luck!

Professor Aihie Osarenkhoe (aoh@hig.se): Course leader

Jonas Molin (jmn@hig.se): Co-teacher

Sonny Jakobsson (sonny.jakobsson@hig.se): Course assistant


From the autumn semester 2020, Canvas will replace the University's current learning management system Blackboard. You will automatically be enrolled on the course in Canvas once you have registered for your course in Ladok. Please note that it can take up to 60 minutes for the systems to synchronise but after that you will be able to see your course in Canvas.

Log in to Canvas

Written exams

Written exams

Registration for exams, including re-takes, is mandatory. You can register for exams via Ladok. You need to register at least ten days before the exam date. If you fail to register you will only be able to sit your exam if there is a n empty place in the exam hall.

If you are a distance study student and want to take your exam off-campus, you need to apply to do so at least three weeks prior to the exam date.

Course evaluation

Course evaluation

After your course has finished you will be sent a we-based course evaluation questionnaire via e-mail. Your participation in the course evaluation is very valuable to us and you comments will help improve and develop the course further. All students registered on the course will receive a report of the course evaluation with all comments compiled.

Service and Support


You need to apply for accommodation yourself. Please remember to do it in good time before your arrival. The University of Gävle does not provide any student accommodation.

Free Microsoft Office

As a student at the University of Gävle you have the opportunity to install
Microsoft Office on up to five computers. The Office package includes Word, Excel, Powerpoint, Outlook and Onenote.

  • Library

The library is located in the middle of campus and is open to everybody. You can reach all digital resources such as e-books and e-journals after logging in with your user account.

  • Residence permit
    • If you are a non-EU citizen you need to apply for a residence permit. Start the process of applying for a residence permit as soon as possible. This can be a slow process and take several months. It is therefore good to get started as soon as possible!

Student Centre

At the Student Centre you will meet knowledgeable staff that can assist you in just about anything regarding your studies at the University of Gävle. The Student Centre is located in building 22. You will also find a café in this area and TV displays showing current information and the daily timetabling. If you have any study-related questions, you can contact the Student Centre at studentcentrum@hig.se

Student Support

  • Sometimes you need help to manage your studies and student life. At the University of Gävle we have several support functions to help you deal with various study-related situations, such as, for example, study guidance counselling, student health and welfare, and support for disabled students.

Tuition fees

  • If you have any questions about tuition fees, please find more information in our FAQ.

Web meetings with Zoom

  • Zoom are a services for web meetings at the University of Gävle. You usually need a webcam and headset with a microphone.
  • Web meetings with Zoom

Wireless network (wifi)

Eduroam (EDUcation ROAMing) gives you access to the Internet when you are staying on the University campus. It also provides internet access at other universities and colleges that are connected to eduroam. Eduroam also works at many airports, railway stations and hotels.

Publicerad av: Eva Persson Sidansvarig: Maria Strand Sidan uppdaterades: 2020-11-04
Högskolan i Gävle
Box 801 76 GÄVLE
026-64 85 00 (växel)