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Customer Experience and Success Management with Salesforce

Coventry University and Trailhead via FutureLearn Program

Overview

Customer experience is the new battleground where brands and businesses can differentiate themselves in the market.

As a result, organisations must work harder to empathise with customers, develop customer experience and success management strategies, and use customer relationship management (CRM) technology to establish and automate customer interactions to deliver value at scale.

Boost your employability in customer success management

A strong understanding of CX strategy, design, and CRM technology is crucial for all customer success managers, as well as strategy, product, marketing, and business development professionals.

On this microcredential, you’ll learn best-practice CX design and success methodologies.

This credential will provide evidence of your digital expertise to employers, as well as provide you with the practical skills required to implement these methodologies.

You’ll explore how CX influences business decision-making at all levels, and learn how to create, capture, and deliver value to key customer groups through strategy, design and technology.

Fastrack your career with Salesforce training

The huge growth of the market-leading CRM platform, Salesforce, is resulting in a dramatic Salesforce CRM skills and credentials shortage, with a 4:1 job to qualified candidate ratio.

In the 2019 Salesforce Economy Forecast, it was found that Salesforce would create up to 143,000 jobs in the UK and over £51 billion in new business revenue. Currently, a trained customer success manager can demand upwards of £40,000 per annum in the UK.

This credential will ensure you master the use of Salesforce for implementing and managing business-critical CX and success strategies and position yourself as an invaluable professional in the digital economy.

Syllabus

Courses under this program:
Course 1: Customer Experience (CX) Design for Customer Success
-Discover why CX design is critical for business in the digital economy and develop the skills to optimise your CX strategy.

Course 2: CRM Fundamentals and Practice
-Explore how CRM technology can drive customer success and how to establish a CRM platform that aligns with your business goals.

Taught by

Molly Bridge

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