Coding for Analysis ▸
Syracuse University micro-credential*
Intro to Data Decision-Making Using AI ▸
Syracuse University micro-credential*
Applied AI ▸
Syracuse University micro-credential*
Project Management ▸
Syracuse University micro-credential*
*A focused credential that demonstrates mastery in a specific skill.
Instructor
Dr. Marvin Deitz
mdeitz@golisanoinstitute.org
Instructor
Adriana Boveda
aboveda@golisanoinstitute.org
Sales Strategy & Customer Relationship Management
Students will master advanced sales techniques and customer relationship strategies essential for success in the business world. By applying the SMART Selling System in B2B scenarios, students learn how to structure sales approaches effectively while using systems thinking to develop adaptable customer relationship management (CRM) strategies. Students analyze customer data to support strategic goals and increase customer lifetime value. Additionally, students evaluate satisfaction using metrics like NPS and CES and explore customer-centric leadership principles, developing strategies to foster loyalty and lead dynamic, high-performing sales teams. This course, and specifically these skills, will prepare students for impactful roles in sales, marketing, and customer experience management.
Core Topics
- Advanced Sales Techniques: SMART Selling System (B2B)
- Systems Thinking in Sales & The Five Disciplines of a Learning Organization
- Introduction to Customer Relationship Management (CRM): Measuring Customer Lifetime Value & Supporting CRM Strategies
- CRM Ecosystem: IDIC/HubSpot and Data Mining
- Customer Experience (CX): Experience Realms & Journey Mapping
- Customer Engagement Measurement: NPS, CES, CSS
- Building Customer Loyalty: Strategies and Programs
- High-Performing Sales Teams: Self-Directed Work Teams
- Customer Bill of Rights: The Customer Revolution
- Sales Leadership & Culture: Creating a Customer-Centric Culture
Learning Outcomes and Career Relevance
- Apply Advanced Sales Techniques through SMART Selling: Students will implement the SMART Selling System in B2B scenarios, understanding how to structure their sales approach to align with the unique dynamics of business-to-business interactions.
- Utilize Systems Thinking in Customer Relationship Management: Students will apply systems thinking and the principles of a learning organization to create a cohesive and adaptable CRM strategy that supports sustainable customer relationships.
- Leverage CRM Tools and Data Analysis for Customer Insight: Through hands-on experience with CRM ecosystems like HubSpot and techniques such as data mining, students will learn to capture, analyze, and interpret customer data to enhance customer lifetime value and support strategic CRM goals.
- Design Customer Experience (CX) Journeys for Enhanced Engagement: Using Experience Realms, students will map customer experiences, identifying key touchpoints to optimize engagement and create meaningful, positive interactions throughout the customer lifecycle.
- Evaluate Customer Engagement and Satisfaction: Students will learn to measure customer engagement through NPS, CES, and CSS metrics, using these insights to refine customer interaction strategies and support customer satisfaction and loyalty efforts.
- Develop Strategies for Customer-Centric Sales Leadership: By exploring customer-centric culture, the Customer Bill of Rights, and sales leadership principles, students will gain skills in fostering a customer-first mindset within sales teams, building loyalty, and leading high-performing, self-directed teams