building ethics & empathy into innovation

Customer Success with Salesforce CRM

driving recurring revenue, retention, and satisfaction via Customer Relationship Management

New technology-enabled curriculum developed by
Matthew John Brady, Entrepreneur & Educator
offered to students currently enrolled at the
University of Colorado – Leeds School of Business

360° Customer View

Customer Intimacy

Core tenants and tradeoffs compared to the alternative models of Product Leadership, Operational Excellence

Business Operations

Case Studies of sector leaders as well as entrant startups

Revenue Cycle

Key phases: pre-purchase (funnel, tunnel), post-purchase (fulfillment, service), and re-purchase (renewal, upsell)

Cloud Computing & SaaS

Benefits & Costs

Evaluating "COTS" and custom software, ROI models

Rewards & Risks

Measuring intangibles and mitigating issues

Salesforce CRM

History of Innovation

Progression of "no software" to "clicks not code" and beyond

Competitive Positioning

Thorough SWOT analysis and integration options


Understanding each offering, from Marketing to CPQ, Community to Service, all powered by Einstein AI


Security, Identity, Permissions, Data, Data Model, Meta-Model

Depth & Breadth

This course also covers important aspects of the Salesforce ecosystem and client engagement model

Organizational Values

Internalizing values, ethics, and integrity

AppExchange Marketplace

Creating additional value through incremental innovation

Project Practicum

CRM business case, key process flows, and KPI Dashboards

Career Preparation

Salesforce Certification

Preparation for the most widely acknowledged industry credential, the Salesforce Certified Administrator (SCA)

Industry Opportunities

Map out Internship, Full-Time, and Entrepreneurial paths


take the next step that's right for you

Course Synopsis

This course will provide a comprehensive understanding of Human-Centered Technology.

The primary areas of study are grounded in
Customer Success strategies and the use of (often called “Salesforce”) for Customer Relationship Management (CRM) in various organizations and industries, from
early-stage startups to national non-profits to global enterprises.

As a pioneer in “cloud computing” and “Software as a Service” (SaaS), this course will also provide a cursory understanding of how Salesforce is delivered at a scale from 1 user to 1 million users globally via their secure data and online platform, mobile applications, and recently-acquired Slack collaboration stack.

This course is intended to blend theoretical and practical knowledge, using the powerful
Trailhead immersive learning platform, such that you will be well prepared to work with or on a CRM team with competence and confidence.

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