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FutureLearn

CRM Fundamentals and Practice: Introduction to Salesforce

via FutureLearn

Overview

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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.

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.

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

Taught by

Laura Zuluaga

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