vcc.ca
MKTG 2031: Customer Relationship Management (CRM) Software Administration
Effective date
September 2022
Department
Marketing Technology Diploma
School
Hospitality, Food Studies and Applied Business
Description
In this course students work with CRM software to collect, analyze, and automate customer data and create applications in a laboratory setting. Upon completion of the course, students will be familiar with the foundational components of the Salesforce CRM system.
Credits
3.0
Year of study
2nd Year Post-secondary
Prerequisites
MKTG 1024.
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Apply concepts of CRM data modeling
- Customize the user interface within a CRM system
- Explain different types of automation that exist inside a CRM system
- Model effective safeguard rules to maintain data cleanliness
- Construct CRM security settings
- Migrate and manipulate data within a CRM environment
- Develop meaningful reports and dashboards using CRM data
- Explain the CRM environment and release management process
Prior Learning Assessment & Recognition (PLAR)
None
Hours
Lecture, Online, Seminar, Tutorial: 45
Total Hours: 45
Total Hours: 45
Instructional Strategies
Lectures, demonstrations, group work, online lab assignments
Grading System
Letter Grade (A-F)
Passing grade
D (50%)
Evaluation Plan
|
Type |
Percentage |
Assessment activity |
|
Participation |
10 |
Actively contributes to course discussions and activities |
|
Assignments |
30 |
Mini demonstrations |
|
Project |
35 |
Salesforce environment walkthrough |
|
Quizzes/Tests |
25 |
|
Course topics
- Security and sharing
- User administration
- Reports and dashboards
- Fields, objects, and layouts
- Applications
- Maintain and import clean data
- Process automation
- Validation rules
- Record types
- Data management
- Environment and release management
Notes:
- Course contents and descriptions, offerings and schedules are subject to change without notice.
- Students are required to follow all College policies including ones that govern their educational experience at VCC. Policies are available on the VCC website at:
https://www.vcc.ca/about/governance--policies/policies/. - To find out if there are existing transfer agreements for this course, visit the BC Transfer Guide at https://www.bctransferguide.ca.