Customer Relationship Management (CRM) Certificate Program
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Current course offering dates and locations
Customer Relationship Management (CRM) Certificate Program has the current day(s) and time(s) available for convenient program registration:
- 5/16/2013 - 6/13/2013, Loop
Information regarding the listed course section(s), as well as registration for a course, is available at the bottom of this course page.
Program Information Contact
Jurate Murray is the program contact for this course. Jurate can be reached at any of the following:- E-mail: jmurray9@depaul.edu
- Telephone: (312) 362-5913
- Fax: (312) 362-6540
Introduction
CRM is a strategic methodology that recognizes customers as the core of the business. Organizations are finding that if they enhance the customer experience, a relationship can form between the customer and the organization. Sustaining this relationship over time leads to customer satisfaction and loyalty, which enhances an organization's competitive position and increases its profitability. Through case studies, practitioner guest speaking, class discussion, projects and presentations, you will gain a firm understanding of the key decision variables required to successfully adopt and use this methodology in B2C, B2B and B2B2C environments.
This 5-week certificate program be taken as a stand-alone course, and also fulfills one of the core requirements in DePaul’s Integrated Marketing Communications Certificate Program.
Who Should Attend
The course is designed for individuals at any level in Marketing and Sales or non-marketing professionals interested in understanding how they affect or are affected by CRM practices.
This includes:
- Pure-services
- Customer service
- Technology professionals
- Entrepreneurs
- Others interested in CRM
Benefits
Whether you are a CRM novice or want a fresh approach to your previous CRM training, in this course you will gain:
- In-depth understanding of the benefits of CRM and the competitive advantage this methodology provides
- Insight on the challenges and constraints organizations face in attempting to incorporate CRM
- Appreciation for how technology can be leveraged to enhance a CRM initiative
- Exposure to best practices in multiple vertical markets
- Knowledge of the key decision variables related to CRM
- An understanding of simple CRM techniques
- Hands on practice including case study analysis and an individual project
Syllabus
Week 1
Topics Covered
- Participant introductions and objectives
- Program overview
- Introduction to CRM theory
- Brief history of CRM development
- Organization implications including value chain incorporation
Class Work
- Case introductions and approaches
- Assignment logistics
Week 2
Topics Covered
- Data capture
- Data management
- Data transformation into knowledge
- Technology considerations, approaches and challenges
Class Work
- Participant interaction with topics discussion
Week 3
Topics Covered
- CRM marketing strategy
- CRM marketing communication and automation
Class Work
- Case 1 discussion
- Participant interaction with topics discussion
Week 4
Topics Covered
- CRM project management
- CRM sales strategy
Class Work
- Case 2 discussion
- Participant interaction with topics discussion
Week 5
Topics Covered
- Privacy and ethical considerations
Class Work
- Case 3 discussion
- General topic question discussion
- CRM topics recap and open discussion
- Summary and closing remarks
Frequently Asked Questions
Click here for DePaul University Continuing and Professional Education departmental student policies.
Are there course materials?
There are no books for this course. Handouts, including several Harvard Case Studies, will be distributed on the first day of class at no additional cost.
There are no books for this course. Handouts, including several Harvard Case Studies, will be distributed on the first day of class at no additional cost.
What are the requirements for the Integrated Marketing Communications Certificate?
To receive the IMC certificate, students must successfully complete five required courses and one elective course.
To receive the IMC certificate, students must successfully complete five required courses and one elective course.
Required Courses (Five):
- Jacobs & Stone Multichannel Marketing Communications Certificate Program: Creating Direct, Interactive and Measurable Media Strategies
- Building an Effective Marketing Plan Certificate Program
- Customer Relationship Management (CRM) Certificate Program
- Social Media Marketing Seminar
- Practical Internet Marketing Certificate Program (choose one)
* Note: Students can take either the in-class or online course offering of the Practical Internet Marketing Certificate Program
Elective Courses (choose one):
- Paid Search Marketing Certificate Program
- Advertising and Public Relations Essentials Certificate Program
- Effective Presentation and Communication Skills Certificate Program
- Professional Business Writing Certificate Program
- Branding for Success Certificate Program
- Negotiation Strategies and Skills Certificate Program
- Marketing Research Certificate Program
- Advanced Marketing Research Techniques Certificate Program
- Website Design for Marketers Certificate Program
- Web Analytics Seminar: Measuring Website Effectiveness
Do I get DePaul credit for this class?
No, but some DePaul CPE courses have been approved for CEU credits. This is a professional education class with different requirements than courses taken for academic credit.
No, but some DePaul CPE courses have been approved for CEU credits. This is a professional education class with different requirements than courses taken for academic credit.
How big is the class?
Class size is limited to allow for a more interactive environment in the classroom. Most classes have fewer than 20 students.
Class size is limited to allow for a more interactive environment in the classroom. Most classes have fewer than 20 students.
Will I have to write papers and take exams?
While the assignments differ for each instructor and course, you will be assigned non-graded homework and receive feedback on each of your assignments. Some courses also include in-class presentations.
While the assignments differ for each instructor and course, you will be assigned non-graded homework and receive feedback on each of your assignments. Some courses also include in-class presentations.
Registration
Online registration is available 24 hours a day, 7 days a week - just add the course you are interested in to your shopping cart.
Alternatively you can register by phone, fax or mail. An Adobe Acrobat PDF is provided for your convenience.
Online Registration Information
Course Section 1
Registration details appear in the following registration box. Please note registration details and then click the "Add to Shopping Cart" button.
For more information contact:
Jurate Murray
- E-mail: jmurray9@depaul.edu
- Telephone: (312) 362-5913
- Fax: (312) 362-6540