ExpertTrack offered by FutureLearn: CRM Fundamentals and Practice

Future Learn Platform is offering free online courses within ExpertTrack of “CRM Fundamentals and Practice”.

Customer experience (CX) and customer success professionals are in high demand, and are only expected to grow in the coming years. Growing your knowledge in these areas means that you could compete for one of 3.3 million new jobs expected to need Salesforce skills between 2026 and 2026.

Customer relationship management (CRM) systems are key tools in CX management. The global industry is estimated to be worth $50 billion and is the biggest software market in the world. 60% of companies are expected to invest even more in this technology to help them generate reliable customer data to support data-driven decision making.

This ExpertTrack will teach you how to use Salesforce, including how to set up Salesforce at your organisation, and acquire key CRM skills to grow customer loyalty and sales.

The three courses have been designed in collaboration with Salesforce’s industry experts, offering an expert insider view of the platform used by 83% of Fortune 500 companies.

This program is intended for:

This Salesforce ExpertTrack will help you understand how to improve customer experience using CRM systems. In particular, it will enhance the CRM skills and employability of:

• early-stage or aspiring customer success and customer experience management professionals
• early-career customer experience managers looking for a CRM consultant role
• business development and sales professionals looking to improve customer experience
• product and marketing professionals whose roles rely on customer data and customer experience design, or who require Salesforce skills and experience

Experience required:

This ExpertTrack is suitable for anyone who wants to learn how to use Salesforce to improve customer experience. No prior experience is required for this customer experience management ExpertTrack. Some prior knowledge of customer relationship management, customer success, or customer experience design would be beneficial. This is not essential, however, as these courses cover fundamental aspects of customer relationship management.

During the ExpertTrack we’ll be using the Salesforce Trailblazer platform.

program duration:

Approx 12 weeks, 4 hrs per week.

Program courses:

• Course 1: CRM Fundamentals and Practice: Introduction to Salesforce
• Course 2: CRM Fundamentals and Practice: Salesforce Reports, Objects, and Data Management
• Course 3: CRM Fundamentals and Practice: Salesforce Automation and Best Practice

Key skills you will learn:

• Customer experience design
• Customer journeys
• Customer value strategies
• Customer success management
• CRM technologies
• Salesforce
• Customer experience management
• Customer success
• Customer relationship management
• Data-driven decision making
• Customer data
• Customer strategy

Learning outcomes

By the end of the ExpertTrack, you’ll be able to:

• Identify administration fundamentals and how to set them up in Salesforce
• Evaluate criteria to construct customer experience processes
• Create, identify and evaluate customer options via data held on CRM systems
• Articulate how to automate processes and workflows and create support processes
• Identify best practices for CRM

Prove you're job ready:

Highlight the new, job-relevant skills you’ve gained and supplement existing qualifications with a hard-earned, industry-specific digital certificate – plus one for every course within your ExpertTrack.

• Learn the latest in your chosen industry or subject.
• Complete each course and pass assessments.
• Receive certificates validated by the educating organisation.
• Impress employers with learning outcomes you can add to your CV.
• Make your career dreams a reality.

program Costs:

After your free trial you can:

• Pay $39 per month to keep learning online
• Have complete control over your subscription; you can cancel any time
• Work at your own pace and set your own deadlines at every stage
• Only pay while you’re learning; the subscription will cancel automatically when you finish
• Complete online assessments to test your knowledge and prove your skills
• Earn digital course certificates and a final award that you can share online, with potential employers, and your professional network
• Keep access to the content of courses you complete even after your subscription ends

See more available workshops or trainings on For9a

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