Customer Relationship Management for Business

Course Available
3 Units
Online Fixed-Date

Course Description

Gain Technical Skills in Customer Relationship Management

This course is designed to introduce participants to the use cases of customer relationship management systems, specifically Salesforce, and how end users on sales teams leverage Salesforce’s Sales Cloud Lightning tool. Participants will learn how sales team members like Sales Development Representatives, Account Managers, Sales Managers, and Customer Service Managers use the tool, in the process building a foundational understanding of Sales Cloud, Salesforce’s most widely used product. Participants will learn how information like accounts, contacts, records, leads, and opportunities are stored in Salesforce. They will gain practical skills working with Sales Cloud in a sales capacity by updating information according to the sales process, creating basic reports and dashboards for forecasting projections, and understanding how standard user-profiles and permissions work.

Course Details

Number of Units: 3.0 graduate level extension credit(s) in semester hours

Who Should Attend: This course provides continuing education for professionals and entrepreneurs who are seeking to gain the customer relationship management (CRM) skills needed for Salesforce admin jobs, business development, and customer success roles.

Technical Requirements

Course Options

Course Date Units Price
SFCRM-X800 – 2022CRT-8 18 Oct 202221 Nov 2022 3

Customer Relationship Management for Business

18 Oct 202221 Nov 2022
Online Fixed-Date

For more information on how you can enroll in this course, please visit the Salesforce Administrator Career Certificate page.

What You Will Learn

  • Articulate and demonstrate how CRM works in the context of sales, marketing, and service in modern businesses (assessed with a summative quiz)
  • Import data into Salesforce and manage communication with contacts and qualification of leads (assessed with a 2-part project for marketing associate and SDR roles)
  • Demonstrate proficiency using Salesforce Sales Cloud Lightning by managing accounts, opportunities, products, quotes, and contract (assessed with a 2-part project for A.E. role)
  • Understand and properly perform service/support agent processes using the Salesforce Case Management and Knowledge features (assessed with a 1-part project)
  • Build reports, charts and dashboards to communicate relevant information about sales performance to stakeholders and executives (assessed with a 2-part project for sales manager role)


Professional development courses offered by the University of San Diego’s Division of Professional & Continuing Education are taught by faculty that possess a depth and breadth of academic and real-world professional experience.

Why USD?

PCE nurtures key partnerships on the local, national and international level to better serve working professionals who seek to enhance or build their careers, as well as with their employers to help achieve their highest value and potential. Contact us today to learn more.

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Learning Method Information

Courses offer a convenient, yet rigorous style of learning that allows you to structure your education to suit your schedule while keeping you on pace toward achieving your educational.

Online Fixed-Date

Online Fixed-Date: Online fixed-date courses offer a convenient, yet rigorous style of learning that enables you to collaborate with your instructor and other students in a shared, online learning environment. These courses have fixed start and finish dates, but as an online student you will have 24/7 online access to your classroom assignments, syllabus and course resources. Our online fixed-date courses allow you to work on your assignments anytime, although you are required to complete the assignments by specific dates.

How is the learning structured? In an online fixed-date course, you and your classmates will proceed through the curriculum together, collaborating in a shared learning experience. Each online fixed-date course is asynchronous, meaning that you can work on your assignments anytime, although required to complete the assignments by specific dates. The course is designed with seven learning modules where all of the content is grouped into weekly assignments. Each module covers one or more topics. Within each of the learning modules, you can expect the following components:

  • Module introduction that outlines what you can expect to learn in the module.
  • Required readings (textbook, articles, journals, etc.) and presentations (audio and/or video).
  • Assignments with due dates (which may include: written assignments, journal entries, research, blogs, etc.) based on the readings and presentations.
  • Discussion forum where you answer prompts from the instructor and interact with your classmates.
  • Module conclusion to review the topics and what you should have learned.
  • Typically, there is a final project, paper, or exam due in the last module that culminates all of the topics covered in each of the learning modules. You’ll find that the design of the learning modules has a rhythm to help you manage your time in the course.