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Course Description is one of the most popular enterprise solution for customer relationship management. This course teaches student how to use the basic and advanced features of to drive sales, track sales, optimize marketing efforts, and provide excellent customer service.


During the course, student are given hands-on projects to customize to meet unique business needs and boost productivities. In addition, students will learn how to generate reports and use real-time analytics to help company leaders make smarter business decisions and improve sales.


Upon completion of the course, the students should be able to pass the SFDC Adim Certification exam. This program is suitable for students who would like to pursue a career in marketing and sales, as well as for business and IT professionals wanting to implement CRM in their own businesses.

Who should attend?

• Business owners, sales executives, Sales Operations, Marketing, Sales Analyst, CRM Administrators, Operations Managers
• Job seekers who are interested in entering sales, sales analysis, marketing, operations, and user consultation.
• Cloud-based Application Developers, Consultants, and Architects

Total Hours:

40 Hours (Call for more details)

About the Instructor:

Over 10 years of experience working with CRM including design, development, and deployment of CRM systems for a fortune 100 company and CRM user experience with small businesses and non-profit businesses. Moreover, the instructor has rich experience and expertise in marketing, communication, and project management. The instructor has strong business acumen, business Analysis, business process optimization, implementation and training. She will bring to the classroom real life business cases on how CRM system helps to drive sales and improve productivity. She will work with each student to identify real life business cases and help the students to implement at least one business case as the assignment by the completion of the class. 
Discounted rate for Advanced CRM courses such as CRM: Oracle and CRM: NetSuite

Course Content

Class Format: 
Instructor-led; Lectures; Hands on Labs;
Case studies;
Questions and Answers; Certification Test preparation
Session 1: Building Customer Relationship that Last Customer Acquisition
• Retaining Service Case studies
Session 2: CRM and key benefits
• Key Components of CRM
• Web based CRM
• Introduction of Commercial Available CRM Applications
•, Oracle CRM/Sieble, Netsuite
Session 3: Building Customer Loyalty
• Keep you customer
• Make first time buyers to the repeat customers
• – Leads, Contacts, Accounts, users
• Configuration and Lab: users, profile, organization and roles
Session 4: Building customer centric brand
• Give Customers what they want anyplace and anytime
• Social media
• Open collaborations
• Chatter, Tasks, Activities, and document share
Session 5: Model your business for success: create the right mix of people, process, and technology
• As is business model
• To be business model and requirements
• business: process, workflow, sales automation
Session 6 Know your business and performance
• User interface and customization
• Analytics, reports and dashboard
• Security and data sharing
• Creating reports
Session 7 Certification and preparation 1
• Introduction of certification program and requirements
• Certification topics and reviews
• Study Guide and CRM User Manual
• Student presentation: candidate business case
Session 8 Certification and preparation 2
• Certification topics and reviews
• Study Guide and CRM User Manual
• Student Presentation: candidate business requirements
Session 9 Certification and preparation 3
• Certification topics and reviews
• Study Guide and CRM User Manual
• Student Presentation: business implementation plan

Session 10 Final Exam:

• Student present the implemented business case
• Peer input and discussion
- Q&A

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