// layer 01 · people · course
Customer Success with Salesforce CRM
Every business runs on customers it keeps. Learn the system that tracks them, and the habits that keep them happy.
// the question
Who are we serving, and what do they need?
CRM is how organizations remember every customer conversation. This course starts with the customer, then shows how the software keeps that promise at scale.
// what you’ll learn
- The 360° customer view: customer intimacy versus product leadership and operational excellence; case studies of sector leaders and startups; the revenue cycle from first contact to renewal.
- Cloud computing and SaaS: how to weigh off-the-shelf against custom software, build an ROI case, and measure the risks.
- Salesforce itself: how it went from “no software” to “clicks, not code,” its competitors, its clouds (Sales, Service, Marketing, CPQ and more, with Einstein AI), and its architecture: security, identity, permissions and the data model.
- The ecosystem: Salesforce’s values, the AppExchange marketplace, and how consultants and clients work together.
// what you’ll build
A CRM business case, key process flows and KPI dashboards, in a hands-on practicum using Trailhead and your own Developer org.
// career
Preparation for the Salesforce Certified Administrator exam, plus a map of internship, full-time and entrepreneurial paths.
// proof
At the first challenge in 2021, students built a donor-management CRM for the nonprofit A Precious Child.
// why it matters
Startups, national nonprofits and global companies all use CRM to keep customers. You’ll leave able to work with, or on, a CRM team with confidence.
layer 01 · People · Course
Customer Success with Salesforce CRM
Leeds School of Business at CU Boulder: register for BAIM 4230.