Customer Relationship Management: Administration and Practice
Overview
Customer Relationship Management (CRM) is an imperative of most mid- to large-sized organisations and businesses. CRM software is used in everything from creating marketing websites, business forecasting to responding to customers effectively and efficiently. In this unit you'll work hands-on in a live Salesforce environment to develop the skills to work both as an expert user of the platform, as well as the more advanced configuration and management options available to administrators. Along the way, you will also develop transferable skills to enable you to more effectively sell your skills to potential employers.
Requisites
Learning outcomes
Students who successfully complete this unit will be able to:
- Advise and make recommendations on the use cases and broad applications of CRM software
- Develop data models applicable to business processes
- Create user-centric dashboards and generate reports for business needs
- Exhibit a capacity to apply skills within a professional context
Teaching methods
Hawthorn
| Type | Hours per week | Number of weeks | Total (number of hours) |
|---|---|---|---|
| Online Directed Online Learning and Independent Learning | 8.00 | 6 weeks | 48 |
| Online Online Lab | 2.00 | 6 weeks | 12 |
| Face to Face Contact (Phasing out) Presentation | 2.00 | 1 week | 2 |
| Unspecified Learning Activities (Phasing out) Independent Learning | 12.50 | 6 weeks | 75 |
| TOTAL | 137 |
Assessment
| Type | Task | Weighting | ULO's |
|---|---|---|---|
| Assignment 1 | Individual | 40% | 1,4 |
| Assignment 2 | Individual | 40% | 2,3,4 |
| Online Quizzes | Individual | 20% | 1,2,3 |
Content
- Security
- Transaction security
- User set up and settings
- Data modelling
- Data management
- Creating dashboards and reports
- Mobile app integration
- Automating simple business processes
Study resources
Reading materials
A list of reading materials and/or required textbooks will be available in the Unit Outline on Canvas.