ClassInfo

IS 586 Customer Relationship Management Technologies (Formerly ECT 586)

Cheech Moore

Office: Office Hours in Classroom
Summer 10 week 2023-2024
Class number: 41046
Section number: 210
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OLASY NCH00 Online Campus

Summary

This course provides an in-depth understanding of Customer Relationship Management (CRM) technologies, with a special emphasis on leveraging Salesforce capabilities. Students will engage in practical exercises using Salesforce's Trailhead to apply CRM concepts in real-world scenarios.

Course Objectives: By the end of the course, students will be able to:

  1. Understand key CRM principles and their importance in business.
  2. Utilize Salesforce to manage customer relationships effectively.
  3. Develop and implement CRM strategies using Salesforce tools.
  4. Analyze customer data to derive insights for business decisions.
  5. Complete Trailhead modules to gain practical CRM skills.



Texts

  • Primary Textbook: Behind the Cloud: The Untold Story of How Salesforce.com Went from Idea to Billion-Dollar Company-and Revolutionized an Industry
  • Supplemental: Salesforce documentation and resources.


Grading

  • Midterm Exam (20%)
  • Project: Salesforce CRM Implementation Plan (20%)
  • Final Exam (30%)
  • Trailhead Badges and Hands-on Exercises (30%)


Course Schedule

  1. Week 1: Introduction to CRM and Salesforce
    • Overview of CRM concepts and significance
    • Introduction to Salesforce and its ecosystem
    • Setting up Salesforce accounts for class use
    • Trailhead: Introduction to Salesforce
    • Reading Assignment:
      • Chapters 1-3 of Behind the Cloud: Understand the origins and vision of Salesforce, setting the stage for the importance of CRM.

  2. Week 2: Salesforce Basics and Navigation

    • Understanding the Salesforce interface
    • Basic functionalities and customization
    • Trailhead modules: Salesforce Essentials
    • Reading Assignment:
      • Chapters 4-7 of Behind the Cloud: Learn about the initial challenges and strategies used to build and navigate the Salesforce platform.

  3. Week 3: Managing Contacts and Sales

    • Creating and managing contact records in Salesforce
    • Sales processes and lead management
    • Trailhead: Salesforce for Sales
    • Reading Assignment:
      • Chapters 8-11 of Behind the Cloud: Insights into Salesforce’s approach to sales and customer management.

  4. Week 4: Customer Service with Salesforce

    • Utilizing Salesforce for customer service operations
    • Case management and resolution
    • Trailhead: Salesforce for Service
    • Reading Assignment:
      • Chapters 12-15 of Behind the Cloud: Explore how Salesforce transformed customer service and support.

  5. Week 5: Marketing Automation in Salesforce

    • Introduction to marketing automation with Salesforce
    • Creating and managing marketing campaigns
    • Trailhead: Marketing Cloud Basics
    • Reading Assignment:
      • Chapters 16-19 of Behind the Cloud: Examine the role of marketing in Salesforce’s growth and how marketing automation is integrated into CRM.

  6. Week 6: Data Management and Analytics

    • Data import, export, and quality management in Salesforce
    • Using reports and dashboards to analyze data
    • Trailhead: Data Management and Analytics
    • Reading Assignment:
      • Chapters 20-23 of Behind the Cloud: Understand the importance of data and analytics in driving Salesforce’s success.

  7. Week 7: Customizing Salesforce

    • Custom fields, objects, and layouts
    • Automation tools: workflows, process builder, and flows
    • Trailhead: Salesforce Customization
    • Reading Assignment:
      • Chapters 24-27 of Behind the Cloud: Learn about the customization and innovation strategies that helped Salesforce adapt and grow.

  8. Week 8: Advanced CRM Strategies

    • Aligning CRM strategy with business objectives
    • Advanced Salesforce applications for CRM
    • Trailhead: Advanced CRM Solutions
    • Reading Assignment:
      • Chapters 28-31 of Behind the Cloud: Gain insights into advanced strategies and future trends in CRM.

  9. Week 9: Implementing CRM Projects with Salesforce

    • Designing and executing a CRM project using Salesforce
    • Group project presentations
    • Trailhead: Project Implementation
    • Reading Assignment:
      • Chapters 32-35 of Behind the Cloud: Review case studies and practical examples of CRM project implementations.

  10. Week 10: Course Review and Final Assessment

    • Review of Salesforce capabilities and CRM principles
    • Final exam preparation
    • Trailhead: Capstone Review
    • Reading Assignment:
    • Chapters 36-39 of Behind the Cloud: Summarize key learnings and reflect on the transformative journey of Salesforce.


School policies:

Changes to Syllabus

This syllabus is subject to change as necessary during the quarter. If a change occurs, it will be thoroughly addressed during class, posted under Announcements in D2L and sent via email.

Online Course Evaluations

Evaluations are a way for students to provide valuable feedback regarding their instructor and the course. Detailed feedback will enable the instructor to continuously tailor teaching methods and course content to meet the learning goals of the course and the academic needs of the students. They are a requirement of the course and are key to continue to provide you with the highest quality of teaching. The evaluations are anonymous; the instructor and administration do not track who entered what responses. A program is used to check if the student completed the evaluations, but the evaluation is completely separate from the student’s identity. Since 100% participation is our goal, students are sent periodic reminders over three weeks. Students do not receive reminders once they complete the evaluation. Students complete the evaluation online in CampusConnect.

Academic Integrity and Plagiarism

This course will be subject to the university's academic integrity policy. More information can be found at http://academicintegrity.depaul.edu/ If you have any questions be sure to consult with your professor.

All students are expected to abide by the University's Academic Integrity Policy which prohibits cheating and other misconduct in student coursework. Publicly sharing or posting online any prior or current materials from this course (including exam questions or answers), is considered to be providing unauthorized assistance prohibited by the policy. Both students who share/post and students who access or use such materials are considered to be cheating under the Policy and will be subject to sanctions for violations of Academic Integrity.

Academic Policies

All students are required to manage their class schedules each term in accordance with the deadlines for enrolling and withdrawing as indicated in the University Academic Calendar. Information on enrollment, withdrawal, grading and incompletes can be found at http://www.cdm.depaul.edu/Current%20Students/Pages/PoliciesandProcedures.aspx.

Students with Disabilities

Students who feel they may need an accommodation based on the impact of a disability should contact the instructor privately to discuss their specific needs. All discussions will remain confidential.
To ensure that you receive the most appropriate accommodation based on your needs, contact the instructor as early as possible in the quarter (preferably within the first week of class), and make sure that you have contacted the Center for Students with Disabilities (CSD) at:
Lewis Center 1420, 25 East Jackson Blvd.
Phone number: (312)362-8002
Fax: (312)362-6544
TTY: (773)325.7296