ERP Customer Relationship Management
CRM brings sales, marketing and service into one connected experience. You will learn the full lifecycle — from lead and opportunity management to interaction center, marketing campaigns, service contracts and complaints — across both the classic ERP CRM and the modern cloud customer experience suite.
CRM brings sales, marketing and service into one connected experience. You will learn the full lifecycle — from lead and opportunity management to interaction center, marketing campaigns, service contracts and complaints — across both the classic ERP CRM and the modern cloud customer experience suite.
Syllabus
- Account & Contact Management
- Lead & Opportunity Management
- Marketing Campaigns & Segmentation
- Service Contracts & Complaints
- Interaction Center
- Web Channel & Commerce Basics
- Cloud Customer Experience Suite
- CRM Analytics
What you will learn
- Configure end-to-end sales pipelines
- Build marketing segmentation models
- Set up service contracts and SLAs
- Lead a CX strategy workshop
Tools you will use
- ERP CRM
- Cloud Customer Experience Suite
- Service Cloud
Projects
- Lead-to-opportunity pipeline for B2B
- Marketing campaign with segmentation
- Service contract & SLA build
- Interaction center scripting case study
Career paths
- ERP CRM Consultant
- CX Solution Architect
- Service Cloud Specialist
- Marketing Automation Analyst
Who should join
- CRM users & administrators
- MBA Sales / Marketing graduates
- Customer service leads
- ERP consultants expanding to CX
Prerequisites
- Basic computer literacy
- Graduate in any discipline
- Interest in business processes
Certificate
ASB Training Hub Course Completion Certificate with project portfolio and placement support.
Syllabus
- Account & Contact Management
- Lead & Opportunity Management
- Marketing Campaigns & Segmentation
- Service Contracts & Complaints
- Interaction Center
- Web Channel & Commerce Basics
- Cloud Customer Experience Suite
- CRM Analytics
Learning outcomes
- Configure end-to-end sales pipelines
- Build marketing segmentation models
- Set up service contracts and SLAs
- Lead a CX strategy workshop
Tools
- ERP CRM
- Cloud Customer Experience Suite
- Service Cloud
Projects
- Lead-to-opportunity pipeline for B2B
- Marketing campaign with segmentation
- Service contract & SLA build
- Interaction center scripting case study
Career paths
- ERP CRM Consultant
- CX Solution Architect
- Service Cloud Specialist
- Marketing Automation Analyst
Who should join
- CRM users & administrators
- MBA Sales / Marketing graduates
- Customer service leads
- ERP consultants expanding to CX
Prerequisites
- Basic computer literacy
- Graduate in any discipline
- Interest in business processes
Frequently asked questions
What is the modern customer experience suite?
It is the cloud-based successor that unifies sales, marketing, service and commerce on a single data model.
Is an internship included?
This course focuses on training and portfolio projects. Internship placements are available separately through our internship programmes, and the admissions team can advise on combining the two.
How long is the ERP Customer Relationship Management course and how is it delivered?
The programme runs for 3-6 months and is available online & offline, with weekend and evening batches for working professionals.