Welcome to the course Customer Relationship Management 7,5 cr

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 13-23
Name of course

Customer Relationship Management 7,5 cr

Course code


Application code



Faculty of Education and Business Studies

Course co-ordinator

Aihie Osarenkhoe

Tel: 026-64 85 84

E-mail: aihie.osarenkhoe@hig.se

Course administration

Victoria Higuita Otero

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: 2021-03-15--2021-03-28

About the course

Course syllabus, reading list and timetable

Course syllabus, reading list and timetable

Course organisation and communication

Course organisation and communication


Dear course participants!

I am the course leader for Customer Relationship Management. It is my pleasure to know that you have chosen to read Customer Relationship Management. Registration, roll call and the first lecture is scheduled to take place on Monday 29th of March 2021 at 09.30 am (Swedish time). It is extremely important to create time to participate in the first lecture.

The (first) online lecture is going to be delivered via the Zoom meeting platform:

  • To join this meeting/lecture, please see details on the course page in Canvas.
  • 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 (This group assignment consists of 20% of final grade). It has two parts: 1a) Article presentation seminar scheduled to take place 30th of April 2021 at 09.30-14.30 (Swedish time); Assignment 1b) Article review report to be submitted in folder on Canvas 23rd of April 2021 latest 16.00 (Swedish time).

ASSIGNMENT 2: HOME EXAMINATION (This individual assignment consists of 50% of final grade). Home examination, based mainly on topics addressed in the course literature and lectures, will take place 5th of May 2021 between 08.00 and 20.00 (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 4th of June 2021 between 08.00 and 20.00 (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. I STRONGLY advise you to buy the main course literature

ASSIGNMENT 3: TERM PAPER (This group assignment consists of 30% of final grade)

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 27th of May 2021 at 16.00 (Swedish time). 2) Assignment 3b: Term paper opposition should be submitted latest on the 31st of May 2021 at 16.00 (Swedish time).

Canvas is the official communication platform.


Good luck!

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

Peter Ek (peter.ek@hig.se): Co-teacher

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

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 didn't register in time, you can not take your exam. No exceptions are made from this rule, we do not accept registrations when the deadline is passed.

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 web-based course evaluation questionnaire via e-mail. Your participation in the course evaluation is very valuable to us and your 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: Victoria Higuita Otero Sidansvarig: Lisa Olsson Sidan uppdaterades: 2021-03-16
Högskolan i Gävle
Box 801 76 GÄVLE
026-64 85 00 (växel)