Customer Relationship Management (CRM) Certificate Program


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 five-week certificate program is also offered in an online format. It may be taken as a stand-alone course and will fulfill one of the core requirements in DePaul’s Integrated Marketing Communications Certificate Program.

For More Information, Contact:

Jurate Murray
  • Email:
  • Phone: (312) 362-5913
  • FAX: (312) 362-6540

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


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


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

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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.
What are the requirements for the Integrated Marketing Communications Certificate?
To receive the IMC certificate, students must successfully complete three required courses and two elective courses plus one seminar. Follow the link to learn more about the IMC Certificate and review the list of courses
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.
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.
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.
What is the difference between a certificate and a certification?
A certificate is earned after completion of a course or a series of courses. Certificates are usually awarded by a training provider or an educational institution. Certification typically includes an experience, an educational component and requires passing an exam. Certifications are awarded by governmental and/or professional agencies and often require recertification to remain certified.


Online registration is available 24 hours a day, 7 days a week. Add the course you are interested in to your shopping cart and proceed to checkout. Registration is also available via phone, fax or mail. An Adobe Acrobat PDF of the registration form is provided for your convenience.

Course Availability

No sections of this course are currently being offered.