David B. Balkin and Rosalind & Chester Barnow Endowed Innovative Teaching Award
Recognizing work that helps students use AI, low-code development, and automation to address consequential human and organizational challenges.
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
Clouds
Understanding each offering, from Marketing to CPQ, Community to Service, all powered by Einstein AI
Architecture
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

Interested?
take the next step that's right for you
Course Synopsis
Customer Relationship Management (CRM) systems are used by various-sized organizations, from early-stage startups to national non-profits to global enterprises, to track interactions with current and potential customers through a comprehensive lifecycle. As part of a digital execution strategy for insight-driven businesses, CRM enables customer-centricity and success across marketing, sales, operations, finance, and general management. Measurable outcomes include customer retention, satisfaction feedback, and recurring revenue growth, yielding long-term profitable relationships. This immersive course equips students in Cloud Computing, Software as a Service (SaaS), and leading CRM platform ecosystems including Salesforce.com (often called “Salesforce”), blending 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.
This course contributes to a comprehensive understanding of Human-Centered Technology.