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CRM Fundamentals and Practice: Salesforce Automation and Best Practice

via FutureLearn

Overview

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Strengthen your CRM skills to improve customer experience

Customer relationship management (CRM) has become an increasingly important skill for modern organisations seeking to gain a competitive advantage. With competition continually growing more intense, providing great customer experience (CX) is crucial to stand out from the crowd. In this context, it is unsurprising that the global CRM market is worth $50 billion.

This course will introduce more advanced Salesforce skills to streamline your work. You’ll learn how to use Salesforce automation for better workflows and efficiency, and create support processes. You’ll also explore CRM best practice with Salesforce experts.

Discover how to use Salesforce automation to improve customer experience

You’ll learn how to use Salesforce automation to make your processes and workflows more effective. By using this functionality, you can improve customer experience and success by automatically triggering certain actions in specific contexts. This section of the course will also cover how to create support processes in Salesforce to further enhance your CX.

Explore CRM best practice with Salesforce experts

This course also explores CRM best practice. These insights will help make sure that you are able to work effectively and get the most out of your system. These CRM best practices will also help you to ensure that your customer experience strategy is ethical and responsible.

This course has been designed in collaboration with Salesforce , to improve your CRM skills. With over 150,000 customers and a 19% global market share, Salesforce is the world’s most popular CRM system. It is particularly popular with Fortune 500 companies, no fewer than 83% of which use Salesforce.

his 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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