New graduate course for fall will teach principles of CRM, Salesforce

The Wayne State University School of Business Administration’s Department of Management and Information Systems is pleased to offer M.B.A. students a new ISM elective for fall 2014: Principles for Customer Relationship Management (CRM): Strategy and Cloud Applications with (ISM 7996).

Now a member of the Salesforce Academic Alliance, SBA is incorporating the training curriculum into its newest graduate elective course. Focusing on analytical CRM and its application for strategic marketing, it also offers students the opportunity to become job-ready using Salesforce’s CRM software. No prerequisites are required for this course.

"This course serves as a bridge between academia and the ‘real world,’ providing our students with the latest in CRM knowledge and skills from global CRM software developer, Salesforce," said Toni Somers, interim chair of the Department of Management and Information Systems. "ISM 7996 offers students the opportunity to retool their marketing mindset from product-centric to customer-centric, using current technology for understanding and predicting the behavior of current customers."

According to Somers, students in ISM 7996 will:

  • Obtain a good understanding of CRM technology, concepts, processes, organizational functions and management
  • Gain an understanding of key concepts, technologies and best practices, as well as implementation of CRM strategies
  •  Discuss issues, techniques and terminology associated with database marketing and data analysis
  • Understand CRM strategies in sales, marketing and customers service contexts
  • Explore the impact of CRM on customer experience, satisfaction and loyalty
  • Examine the impact of social networking on CRM best practices
  • Appreciate CRM as a business strategy for long-term profitability is a global, cloud-based CRM company with more than one million business clients, ranging from financial services to media to higher education and nonprofit organizations. In 2013, attendance at their annual conference in San Francisco reached about 140,000 people from all over the world.

ISM 7996 will be offered on Wayne State’s main campus in Midtown on Wednesday evenings from 6–8:45 p.m. The course will be presented in a lecture/lab format with hands-on experience for part of the course meeting each week.

Visit or contact the SBA Graduate Programs Office for registration assistance.

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