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Our fast-paced digital economy has created a demand for a technically skilled and resourceful business workforce. The future is digital and this skill set is critical since marketing and sales success depends more and more on digital strategies to attract new customers while retaining and strengthening relationships with current customers. If youre ready to enhance your sales and marketing career with Customer Relationship Management (CRM) and Customer Experience (CX) strategies, this one-year graduate certificate is for you.

The Customer Relationship Marketing and Sales Management program provides the opportunity to ensure that students are ready for tomorrows economy. Based on the 2018 Skills Gap Study by Deloitte and the Manufacturing Institute, technical skills, digital literacy and competency are essential to success for todays graduates.

Not only do our customer relationship management courses provide knowledge in CRM and CX, but there will also be an emphasis on:

marketing automation tools and how they provide important data on customer data

social selling and social CRM expertise that is needed to meet this evolving future digital economy

social media and inbound marketing tactics.

Learning Outcomes

Create a professional marketing plan using standard marketing planning processes and tools

Develop a comprehensive Customer Relationship Management (CRM) marketing plan that uses a clients current database strategy that is personalized and scalable

Apply strategic communication planning processes and tools to generate leads and improve customer retention, satisfaction and profitability

Evaluate data extracted from a variety of marketing technology platforms to support problem-solving and decision-making processes in marketing

Apply Customer Relationship Management (CRM) and Customer Experience (CX) best practices, strategies, tactics, and techniques to strengthen customer relationships for both business-to-business (B2B) and business-to-consumer (B2C) markets

Design customer experience journey mapping to identify areas to improve customer experiences and automate personalized digital marketing

Apply industry standard marketing analytics and CRM platforms to sales and marketing processes

Gather and analyze primary and secondary marketing research in order to support sound marketing decisions that improve customer experiences

Communicate complex marketing material verbally, in writing, and digitally for a variety of audiences and purposes

Model professional standards to provide reliable and actionable analysis while respecting global regulation and practice related to data privacy and security

Develop strategies to create, assess, and execute business development opportunities

Develop strategies to establish and maintain working relationships with clients in order to strengthen their loyalty to the organizations products and services

Construct plans for strategic account management including how to approach key accounts, territory management and category management.