Do you want to build better relationships with your customers? You will need the right tools and insights to do that - strong CRM skills allow you to analyse and improve customer experience across a range of platforms. Providing these clients with great customer experience is the key to closing sales, and inspiring customer loyalty.

CRM is critical for modern organisations seeking to gain a competitive edge. That’s why the industry was worth $50 billion in 2019 and is one of the fastest-growing software types.

Learn fundamental CRM skills

In this insightful course, you will begin to learn how to use Salesforce CRM software to better understand your customers. You’ll learn how to improve customer experience, and how to use CRM data to power data-driven decision making. Ultimately, you will be able to design and execute a winning customer experience strategy for your organisation with your new CRM skills.

Begin to learn how to use Salesforce to improve customer experience

CRM systems likes Salesforce are designed to help you manage customer relationships effectively and efficiently. These platforms provide customer data, giving you a joined-up view of each customer and your organisation’s history with them.

Alongside simple customer relationship management, customer data generated from CRM systems can be used to improve customer experience more widely. In the age of analytics and big data, data-driven decision-making processes are key to gaining a competitive advantage.

This course has been designed in collaboration with Salesforce, the world’s most popular CRM software solution, with a 19% market share. It counts over 150,000 customers, including 83% of Fortune 500 companies.

Syllabus

Week 1
Introduction to the course and Salesforce
- Welcome to the course
  Introduction to the course and Week 1
- Administrator fundamentals and the Salesforce ecosystem
  From startups to global corporations, CRM platforms have fast become the key to delivering successful sales and marketing efforts, and Salesforce’s enterprise solutions are leading the way.
- Wrap-up
  To complete the week, let’s discuss and recap the learning outcomes for the week.
Week 2
Organisational setup
- Introduction
  Introduction to Week 2
- Organisational setup
  You’ll learn how to describe Salesforce terminology, navigate your organization’s dashboard, set up a company profile and configure users, tasks, calendars, and other customisable components.
- Collaboration on Chatter
  You’ll learn how to enable and administer Chatter settings and features in your Salesforce organisation.
- Wrap-up
  To complete the week, let’s discuss and recap the learning outcomes for the week.
Week 3
Admin and user setup
- Introduction
  Introduction to Week 3
- Mobile administration
  You'll learn how to describe the capabilities of the Salesforce mobile app, integrate Salesforce with your users’ emails, and use both Mobile Publisher and Lightning App Builder.
- User setup
  You’ll learn how to configure and manage the user profiles for your organisation, configure permissions, and troubleshoot user issues.
- Wrap-up
  To complete the week, let’s discuss and recap the learning outcomes for the week.
Week 4
Security and activity management
- Introduction
  Introduction to Week 4
- Security and access
  You’ll learn how to control and define users’ access, and you’ll use role hierarchies, sharing, and teams to implement strong data-security access.
- Activity management
  You’ll learn how to support users to be productive and efficient through configured activity management.
- Wrap-up
  To complete the week, let’s discuss and recap the learning outcomes for the week.

Learning on this course

On every step of the course you can meet other learners, share your ideas and join in with active discussions in the comments.

What will you achieve?

By the end of the course, you‘ll be able to...

Recognise key capabilities of Salesforce
Identify administration fundamentals and how to set them up in Salesforce

Who is the course for?

This course is aimed at professionals seeking to improve customer experience and success through using CRM systems. It would be suitable for early-career professionals, those looking to move to CRM roles, or biz dev, product, or marketing professionals.

What software or tools do you need?

During the ExpertTrack we’ll be using the Salesforce Trailblazer platform.

Who will you learn with?

Laura Zuluaga

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.

Who developed the course?

FutureLearn

FutureLearn is a leading social learning platform and has been providing high quality online courses for learners around the world over the last ten years.

In collaboration with

Endorsers and supporters

endorsed by

Learning on FutureLearn

Your learning, your rules

Courses are split into weeks, activities, and steps to help you keep track of your learning
Learn through a mix of bite-sized videos, long- and short-form articles, audio, and practical activities
Stay motivated by using the Progress page to keep track of your step completion and assessment scores

Join a global classroom

Experience the power of social learning, and get inspired by an international network of learners
Share ideas with your peers and course educators on every step of the course
Join the conversation by reading, @ing, liking, bookmarking, and replying to comments from others

Map your progress

As you work through the course, use notifications and the Progress page to guide your learning
Whenever you’re ready, mark each step as complete, you’re in control
Complete 90% of course steps and all of the assessments to earn your certificate

Want to know more about learning on FutureLearn? Using FutureLearn