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CRM Fundamentals and Practice

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$12

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Course Features

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Duration

12 weeks

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Delivery Method

Online

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Available on

Lifetime Access

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Accessibility

Mobile, Desktop

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Language

English

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Subtitles

English

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Level

Beginner

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Effort

4 hours per week

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Teaching Type

Self Paced

Course Description

CX and customer success professionals will be in high demand in the future. These areas will allow you to compete for one the 3.3 million new Salesforce jobs between 2016-2022.

CX management is based on customer relationship management (CRM). Globally, the industry is worth $50 billion. It is also the largest software market worldwide. 60% of companies plan to invest more in this technology to generate reliable customer data that can be used to support data-driven decision making.

This ExpertTrack will show you how Salesforce works, how to set it up in your organization and how to develop key CRM skills to increase customer loyalty and sales.

These courses were created in collaboration with Salesforce industry experts to give an insider's view of the platform used 83% of Fortune 500 companies.

These courses will give you the skills necessary to manage customer relationships.

Salesforce will teach you how to improve your customer experience. Additionally, you will be able to use data-driven decision making to improve your customer experience strategy. This course will introduce you to Salesforce basics. The first course will teach you how to setup the platform and basic Salesforce administration.

The second course teaches you how to manage Salesforce leads, contracts and opportunities. It also teaches how to set up dashboards and Salesforce reports to gain insight from customer data.

The final course teaches you how to use Salesforce automation. This allows customers to have a better experience and ensures that they don't miss key opportunities for engagement. We'll also discuss CRM best practices.

This course will equip you with the necessary CRM skills to launch your career as a customer experience manager.

This ExpertTrack's content was adapted from the Salesforce Customer Experience Management with Training Microcredential. If you are interested in learning more, take a look to the Microcredential. It offers smaller cohorts with tutor interaction and academic credit.

Course Overview

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Alumni Network

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International Faculty

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Post Course Interactions

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Instructor-Moderated Discussions

Skills You Will Gain

Prerequisites/Requirements

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This ExpertTrack is suitable for anyone who wants to learn how to use Salesforce to improve customer experience

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No prior experience is required for this customer experience management ExpertTrack

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Some prior knowledge of customer relationship management, customer success, or customer experience design would be beneficial

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This is not essential, however, as these courses cover fundamental aspects of customer relationship management

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During the ExpertTrack well be using the Salesforce Trailblazer platform

What You Will Learn

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Identify administration fundamentals and how to set them up in Salesforce

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Evaluate criteria to construct customer experience processes

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Create, identify and evaluate customer options via data held on CRM systems

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Articulate how to automate processes and workflows and create support processes

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Identify best practices for CRM

Target Students

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This Salesforce ExpertTrack will help you understand how to improve customer experience using CRM systems

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In particular, it will enhance the CRM skills and employability of early-stage or aspiring customer success and customer experience management professionals early-career customer experience managers looking for a CRM consultant role business development a

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Marketing professionals whose roles rely on customer data and customer experience design who require Salesforce skills and experience

Course Instructors

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Laura Zuluaga

Instructor

Experienced Salesforce consultant and project manager. Passionate about the Salesforce ecosystem and well versed in multi-cloud implementations. Certified Scrum Master and 4x Salesforce Certified.
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$12

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