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You will learn about the basics of CRM Strategy and work in real CRMs including HubSpot and Salesforce in a safe live classroom. We are limiting the size of the course up to 20 students for better engagement and safety. This will allow us to bring the best to you in the current circumstances. UMSL Digital is aware of the global situation, which is why we are creating a safe learning environment for our students.

Customer Relationship Management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers, as defined by Salesforce.com. In 2021, it is incredibly likely that a Customer Relationship Management (CRM) system like Salesforce, HubSpot, Microsoft Dynamics, Zoho, SugarCRM or one of many others is a part of your daily work life. A recent study by Buyer Zone found that 91% of companies with more than 11 employees now use CRM software. In 2020, overall CRM usage increased from 56% to 74% according to SuperOffice.com. It is abundantly clear that marketers and business professionals rely on technology to reach the right consumers on a greater variety of communications channels than ever before. Tech advances have created growth venues for businesses but have also uncovered a high demand for professionals who understand the intersection between marketing, customer data and technology – and how to capitalize on the opportunity to improve customer relationships and ultimately grow your business.

Did you know that 4.2 million jobs will be created in the Salesforce ecosystem by 2024? In 2018, this was the third most in-demand technology skill. On average, jobs with Salesforce skills pay around $80,000 per year (Credit: Salesforce Career Paths).

Who Should Sign Up for this Course?

• Professionals with a basic understanding of marketing who are looking to increase their knowledge of CRM
• Professionals who have a CRM that is underutilized at their job and want to learn how to take full advantage
• Professionals who are thinking about implementing their first-ever CRM or implementing a different CRM
• Marketers who want to better understand all the capabilities of a CRM system for consumer segmentation and communications
• Professionals who are looking for a pathway to break into marketing technology as a career

If you are looking for an introductory or intermediate workshop-style course on CRM, this is for you. Below is an outline to show you the topics that will be discussed in the course. Additionally, we will complete hands on training in 2 CRM systems – Salesforce and HubSpot.

Course Outline:

1. This course will take you through an immersion of the topic and systems of CRM. First, we will get everyone up to speed by covering the following key topics:

• Introduction to CRM and Key Terms
• CRM for Sales
• CRM for Marketing
• CRM for E-Commerce
• CRM for Customer Service
• CRM Analytics
• How to Choose and Implement a CRM for Your Business
• CRM Careers
• CRM Certifications

2. Next, we will do an overview of the Salesforce and HubSpot CRM systems. We will discuss the features and purposes of the following HubSpot Hubs:

• Marketing Hub
• Sales Hub
• Service Hub
• CMS Hub
• Operations Hub

3. We will discuss the features and purposes of the following Salesforce Clouds:

• Sales Cloud
• Service Cloud
• Marketing Cloud
• Analytics Cloud
• Commerce Cloud

4. Ready, set – let’s jump in the platforms. Time to “take chances, make mistakes and get messy (credit: Ms. Frizzle)!” We will get hands-on training together by completing the following:

• One HubSpot Certification in HubSpot’s learning platform called HubSpot Academy
• Projects in Salesforce’s learning platform called Trailhead

Upon completing this class, you will understand:

• What a CRM is, and the various ways CRM can be used to advance your business and marketing strategies.
• How marketing and technology work together to drive revenue, increase campaign results and create efficiencies across all lines of business and sales.
• The cost of implementing marketing technologies and how to successfully approach leadership for resources.
• The best-in-class CRM technologies for use in small businesses through enterprises.
• The basic and intermediate features and functionality of Salesforce and HubSpot.
• How to gain more training and certifications on these platforms if desired.

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