Certificate in Customer Relationship Management {22-23}
Customer Relationship Management Certificate
Description
This certificate will provide students with a broad range of perspectives and background related to a career in CRM software consulting, CRM strategy consulting, CRM project management, or managing internal CRM initiatives in an organization. The certificate consists of three courses: Project Management, CRM Consulting, and Introduction to CRM Software.
Admission Requirements
Junior Standing
Student Learning Outcomes
- Apply a project management methodology: define, plan, execute and close.
- Assess project contributions to business strategy, purpose and plans.
- Build the project team selection processes.
- Create a preliminary business case for project.
- Define and analyze project constraints and assumptions.
- Define the fundamentals of a basic PM methodology.
- Develop and assess a project plan in software that has baseline, resources, constraints, and budgets,
including WBS and Gantt charts.
- Develop plans to manage various stakeholders.
- Explain the role of a PM in different industries.
- Name the different career professions for PM's.
- Recall basic project terminology.
- Identify and explain the core, strategic areas of customer relationship management.
- Demonstrate how to leverage CRM software tools to manage and analyze identified CRM strategies within a business or organization.
- Explain how different types of customers impact an overall CRM strategy.
- Utilize and demonstrate their ability to use the Sales, Marketing, and Customer Care modules within Microsoft Dynamics CRM.
- Be prepared to take the Microsoft Dynamics CRM Application Exam if they choose.
- Identify traits of an effective consultant
- Identify and articulate customer and client needs
- Identify, plan, and communicate solutions based upon customer and client needs
- Define and explain the customer life-cycle
- Demonstrate understanding of how customer engagement factors into the consulting process
- Identify the traits of an engaged customer
- Plan and execute upon customer engagement strategies
- Synthesize real-life case studies of customer requirements and identify potential solutions.
Program Delivery Mode
Online Plus: offered entirely online with face-to-face options available for some/all sections
Core Requirements
( 9 credits )
Successful completion of the following courses:
PMGT 300 Project Management and Scheduling (3)
PMGT 401 Customer Relationship Management Consulting (3)
PMGT 301 Introduction to CRM (3)