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

  • Official student feedback · BAIM 4230

    Teaching, evaluated in context

    Students deserve a complete picture of how a course is taught and experienced. The University of Colorado Boulder administers anonymous Faculty Course Questionnaires to enrolled students at the end of each term and publishes the numeric results.

    4.56 / 5.00
    Matthew Brady’s courses Fall 2021–Spring 2026
    4.34 / 5.00
    Leeds benchmark Comparable course results
    4.38 / 5.00
    CU Boulder benchmark Comparable course results
    93 percent
    Response rate Matthew’s Spring 2026 courses

    In Spring 2026, Matthew’s courses averaged 4.64 / 5.00 across CU Boulder’s public FCQ measures, compared with 4.33 for Leeds and 4.40 across CU Boulder. Those measures address specific parts of the student experience, including real-world relevance, intellectual challenge, grading clarity, helpful feedback, instructor availability, respect for diverse perspectives, and effective use of technology.

    Explore the official BAIM 4230 results

    Use CU Boulder’s live dashboard to explore BAIM 4230 results by semester, instructor, and comparison group. These results reflect hundreds of submitted student responses across course offerings, providing a substantially broader and more meaningful evidence base than the small, voluntary sample published on Rate My Professors. The dashboard is maintained and published by the university.

    If the dashboard does not appear, open the BAIM 4230 FCQ dashboard

    Recognition for teaching, innovation, and mentorship

    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.

    Leeds AI Teaching Excellence Challenge Grants

    Two-time recipient supporting the development of AI-enabled learning experiences and autonomous agents that create value for builders and stakeholders.

    Gillespie Award

    Recognizing the promotion of entrepreneurship and student mentorship in and beyond the classroom.

    Daniels Fund Ethics Initiative Faculty Ambassador

    Advancing principled decision-making, integrity, accountability, and transparency in business education.

    The recognition matters, but the purpose is more important: equip students to apply technology thoughtfully, create real value, and lead with both technical confidence and human judgment.

    Methodology: Current CU Boulder FCQs measure 16 specific instructional practices. The summary figures above describe Matthew Brady’s reported course results across terms; use the live dashboard for BAIM 4230-specific results. FCQ measures should not be treated as equivalent to a single overall rating on a third-party website. Student comments are not included in CU Boulder’s public reports.

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    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.

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