Sales and CRM Overview from Coursera

This course is the first of a series that aims to teach you the foundational skills in Salesforce that will prepare you for a variety of entry-level sales roles, including the sales operations specialist position.

This course is designed for beginners. No previous experience in Salesforce, sales, or CRM is necessary to be successful. In this course, you will be introduced to essential concepts like the fundamentals of the sales process. You'll also learn about what Customer Relationship Management (CRM) systems are and what they are used for, you'll dive into Salesforce's main products and their use cases, and you will gain a working knowledge of the key functionalities of the Salesforce Sales Cloud that help support a business’s growth.

This course is the first step in your learning journey with Salesforce. It will provide you with the foundation you need to go into depth with more advanced Salesforce tools taught later in the certificate, and ultimately launch your new career. Please note that if you already have background knowledge in sales and CRM, or if you want to dive immediately into content that goes into more depth with Salesforce, it is recommended that you start with Course 2 in this certificate: Lead Management in Salesforce.

What's inside

Syllabus

Salesforce for Business

Welcome to Sales and CRM Overview, the first course of the Salesforce Sales Operations Professional Certificate! By enrolling in this course, you are taking the first step to kickstarting your career in Salesforce. In the first week of the course, you'll learn more about what Customer Relationship Management (CRM) systems are and what they're used for. You will discover what Salesforce is and how it is used across industries and teams. You will also learn about what a sales ops specialist does and why Salesforce is such a critical part of their job. Let's get started!

The Sales Process

Welcome to the second week of Sales and CRM Overview! This week is all about sales and the sales process. By the end of this week, you will be able to distinguish between two major types of sales: B2C and B2B, identify each step of the sales process and explain their importance, explain how the sales process might differ across different companies, and distinguish between the different roles on a sales team. Remember, this is critical information not only for the sales ops specialist role, but for any entry level sales job. Let's get started!

Data that Matters in CRM

Welcome to the third week of Sales and CRM Overview! This week is all about Data that matters in CRM. By the end of this week, you will be able to describe the function of a database in the context of CRM, discuss the importance of tracking data and data hygiene in CRM, identify the benefits and challenges of using sticky notes and spreadsheets as CRM tools, and summarize some of the advantages that Salesforce offers as a CRM. Remember, Salesforce is essentially a database. And having a clear understanding of what high quality data is, and why it’s so important, is critical to not only the sales ops specialist role, but any entry level sales job. So without further ado, let’s get started!

The Sales Cloud

Welcome to Week 4 — the final week of Sales and CRM Overview! You’ve done a great job making it this far, so first of all, take a moment to appreciate your effort. But there’s still work to be done so let’s stay focused and make sure we finish strong. This week you will have the chance to enter Trailhead, Salesforce official learning platform, enabling you to navigate and explore some of the features of the Salesforce Sales Cloud. By the end of this week, you will be able to create and set up a Trailhead account, identify key components of the Trailhead learning experience, set up a Trailhead Playground, and describe the key functionalities of the Sales Cloud CRM that helps support a business’s growth. The finish line for this course is in sight for you. Let’s run through it!

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Suitable for entry-level students with no prior experience in Salesforce, sales, or CRM

Serves as a preparatory course for a variety of entry-level sales roles, particularly sales operations specialist

Designed to provide a comprehensive introduction to Salesforce Sales Cloud functionalities and their role in supporting business growth

Includes four modules that progressively cover the fundamentals of the sales process, data management in CRM, and Salesforce Sales Cloud

Recommended to start with Course 2 for those with existing knowledge in sales and CRM

Reviews summary

Sales and crm understanding

Students say that this course provides a good overview of Salesforce and CRM concepts. The course is well-structured and well-presented, with engaging assignments and informative learning materials. However, some students have experienced technical issues and difficulties verifying their Trailhead badges, which has prevented them from completing the course. Overall, students have found this course to be a valuable learning experience.

The course can be completed in a relatively short amount of time, making it a good option for busy learners.

"I finished in one week."

"This course was really good in helping me get the foundation of sales and salesforce , but a problem i had in this course was linking my trailhead badge to earn points for completing certain tasks"

The course includes hands-on assignments and exercises that allow students to apply what they have learned.

"Very Interactive course, guides you at every point and thus helps in better learning experience."

"The assignments also help to refresh the course and also tests the application of learning to the full."

The course covers a wide range of topics, including sales fundamentals, CRM systems, and Salesforce products.

"The Sales and CRM Overview course starts from the basics and breaks it down for you."

"If anyone interested in learning about Salesforce and doesn't know how to start or where to go, I must tell you that this is the perfect course which would give you a great experience to enter in Salesforce ecosystem."

This course offers a solid introduction to CRM and Salesforce for beginners.

"A good introduction to CRM and Salesforce and a good way to understand the people involved in the Sales process and the benefits of a CRM for mangaing your lead, contacts and accounts and feeding your sales pipeline."

Some students have experienced technical issues with the course, especially with verifying their Trailhead badges.

"There is a well known bug in the badge verification. I am waiting now since weeks to get this issue solved in order to get this certification for all five Courses."

"In module 4 there is a programing assignment "verify trailhead and trailblaze community badge", It wont verify as trailhead has changed the badge's name to "your guide to trailhead"."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Sales and CRM Overview with these activities:

Watch Salesforce video tutorials

Show steps

Visual and interactive video tutorials can supplement the course material and enhance understanding.

Show steps

Search for Salesforce video tutorials on platforms like YouTube or Udemy
Select tutorials that cover specific topics or concepts
Watch the tutorials and take notes

Create Study Guide

Show steps

Creating a study guide will help solidify your understanding of the fundamental concepts covered in this course, making it easier to recall information during assessments and when applying your knowledge to real-world scenarios.

Browse courses on Sales Process

Show steps

Review course materials and identify key concepts
Organize concepts into logical sections
Write clear and concise summaries and explanations
Include examples and case studies to illustrate concepts

Complete Salesforce Trailhead modules

Show steps

Hands-on practice through Trailhead modules will reinforce concepts and develop practical skills.

Show steps

Sign up for a free Trailhead account
Choose relevant modules from the Sales and CRM Overview Trailmix
Complete the modules and earn badges

Two other activities

Expand to see all activities and additional details

Show all five activities

Join a Salesforce online community

Show steps

Engaging with other Salesforce learners and professionals can provide valuable insights and support.

Show steps

Identify relevant online communities
Create a profile and join the community
Participate in discussions and ask questions

Sales Process Role-Playing

Show steps

Engaging in role-playing exercises will provide you with hands-on practice applying the sales process and techniques covered in the course, enhancing your confidence and effectiveness in real-world sales scenarios.

Browse courses on Sales Process

Show steps

Identify different sales scenarios and customer roles
Prepare talking points and practice delivering them
Conduct mock sales calls with a partner or group
Seek feedback and suggestions to improve performance

Career center

Learners who complete Sales and CRM Overview will develop knowledge and skills that may be useful to these careers:

Salesforce Administrator

Salesforce Administrators manage and maintain Salesforce software within organizations. Understanding Salesforce Sales Cloud, CRM fundamentals, and data management are key responsibilities for a Salesforce Administrator. This course's foundational information about the functions, uses, and workings of the Salesforce Sales Cloud will help current or aspiring Salesforce Administrators to succeed in their roles.

See salaries and explore the career path for Salesforce Administrator

Salesforce Consultant

Salesforce Consultants help organizations implement and configure Salesforce to meet their specific business needs. The ability of a Salesforce Consultant to provide beneficial counsel to clients comes from understanding Sales Cloud, CRM systems, and their business value. This course's introduction to Salesforce and CRM principles will help current or aspiring Salesforce Consultants to develop an insightful understanding of key Salesforce functions.

See salaries and explore the career path for Salesforce Consultant

CRM Analyst

CRM Analysts help organizations improve their customer relationship management strategies. Deep knowledge of CRM systems and how to use them to solve business problems is essential. A CRM Analyst can leverage the knowledge provided in this course about the functions, benefits, and use cases of CRM software, as well as the inner workings of the Salesforce Sales Cloud.

See salaries and explore the career path for CRM Analyst

Sales Operations Manager

Sales Operations Managers oversee the day-to-day operations of a sales organization. Understanding the complete sales process, CRM systems, and the use of platforms like Salesforce Sales Cloud are all central to the role. This course's introduction to all of these subjects makes it a useful tool for current or aspiring Sales Operations Managers.

See salaries and explore the career path for Sales Operations Manager

Sales Engineer

Sales Engineers work with clients to ensure smooth implementation of products and services. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Sales Engineers with an edge in helping clients solve business problems.

See salaries and explore the career path for Sales Engineer

Customer Success Manager

Customer Success Managers help clients get the most value out of their products and services. Understanding CRM software, the sales process, and platforms like Salesforce Sales Cloud are essential to this role. This course can help current or aspiring Customer Success Managers develop the foundational knowledge they need to be effective in their roles.

See salaries and explore the career path for Customer Success Manager

Sales Representative

Sales Representatives are responsible for generating leads, building relationships with clients, and closing deals. A strong understanding of the sales process, CRM software, and business use cases for tools like Salesforce Sales Cloud will help current or aspiring Sales Representatives to increase sales and grow their careers.

See salaries and explore the career path for Sales Representative

Product Manager

Product Managers are responsible for the development and launch of new products and services. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Product Managers with an insight into building products that meet customer needs.

See salaries and explore the career path for Product Manager

Business Analyst

Business Analysts help organizations improve their business processes. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Business Analysts with a deeper understanding of how to optimize business operations.

See salaries and explore the career path for Business Analyst

Project Manager

Project Managers plan and execute projects to achieve specific goals. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Project Managers with an understanding of how to manage projects that involve customer interactions.

See salaries and explore the career path for Project Manager

Marketing Manager

Marketing Managers plan and execute marketing campaigns to promote products and services. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Marketing Managers with an edge in creating and executing successful marketing campaigns.

See salaries and explore the career path for Marketing Manager

Data Analyst

Data Analysts collect, clean, and analyze data to identify trends and patterns. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Data Analysts with a foundational understanding of how to analyze data related to customer interactions.

See salaries and explore the career path for Data Analyst

Software Engineer

Software Engineers design, develop, and maintain software applications. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Software Engineers with a deeper understanding of how to build and maintain software that integrates with CRM systems.

See salaries and explore the career path for Software Engineer

Financial Analyst

Financial Analysts provide financial advice to individuals and organizations. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Financial Analysts with an understanding of how to use CRM systems to manage client relationships.

See salaries and explore the career path for Financial Analyst

Human Resources Manager

Human Resources Managers plan and execute human resources policies and programs. Understanding the functions, benefits, and use cases of CRM software, as well as exposure to the inner workings of the Salesforce Sales Cloud, will provide current or aspiring Human Resources Managers with an insight into how to use CRM systems to manage employee relationships.

See salaries and explore the career path for Human Resources Manager