BUS 5523 - Enterprise Systems III - CRM Systems

3 Credit Hours

This course examines customer relationship management (CRM) and its application in marketing, sales, and service functions within an organization. It will include theoretical concepts from the CRM textbook as well as hands on learning of a CRM system, Microsoft Dynamics 365 Sales. Companies adopting effective CRM strategies are able to properly align their business processes with customer centric strategies maximizing people, technology, and knowledge. Companies utilize CRM to optimize the identification, acquisition, growth, and retention of desired customers and to gain competitive advantage and maximize profits. CRM has the ability to help manage customers, clients or organizational affiliates and is used by corporations, not for profits and other organizations. Emphasis is given on conceptual knowledge, real-world projects, and hands-on learning using Microsoft Dynamics 365 Sales software. Microsoft Dynamics 365 Sales is used throughout the course.

Availability: Spring

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