Online Customer Relationship Management (CRM) Certificate Program


The Customer Relationship Management (CRM) Certificate Program is now available in an online format. Taught asynchronously by the same instructor who teaches the in-class program, this class covers the same content, but the online format frees you from having to attend at a set time and location. You can study at your own pace—any hour of the day, from any place in the world with Internet access. You get the same great class, but on your schedule.
Customer Relationship Management is a strategic methodology that recognizes customers as the core of the business. Organizations are finding that if they enhance the customer experience, a relationship can form between the customer and the organization. Sustaining this relationship over time can lead to growing customer satisfaction and loyalty, which in turn enhance the organization's competitive position as well as increase its profitability. Through text readings, case studies analysis, quizzes, exams and exercises, you will gain a firm understanding of the key decision variables required to successfully adopt and use this methodology in B2C, B2B and B2B2C environments.
This five-Week certificate program can be taken as a stand-alone course, and also fulfills one of the core requirements in DePaul's Integrated Marketing Communications Certificate Program.

For More Information, Contact:

Jurate Murray
  • Email:
  • Phone: (312) 362-5913
  • FAX: (312) 362-6540

Student Testimonials

“The CRM online course was a good learning experience. The instructor unselfishly shared his knowledge and expertise in explaining everything that involves CRM. You can easily reach out to him if you have any questions and he will also give you honest feedback regarding your case studies assignment. I would recommend this course to anyone who is interested in learning CRM. Bob did an incredible and awesome job.”
-Blesilda Sham
"The DePaul University CRM Program is very well thought out. This all-inclusive package provides real world examples, a wide range of appropriate resources, detailed instructor lead videos, opportunities to evaluate and improve on your progress through quizzes/summary reviews, and interesting exercises/Journaling that highlight CRM strategies, practices and more. I can't say enough about the structure of the CRM Program and its ability to encourage learning in all the components of CRM. The comprehensive CRM Course book which should be renamed "The CRM Bible" is without compare. Thanks for a great learning experience".
-Glenora F. Keeve

Who Should Attend

The course is designed for individuals at any level in Marketing and Sales or non-marketing professionals interested in understanding how they affect or are affected by CRM practices.
This also includes:
  • Services
  • Customer service
  • Technology professionals
  • Entrepreneurs
  • Others interested in CRM


Whether you are a CRM novice or want a fresh approach to your previous CRM training, you will gain:
  • In-depth understanding of the benefits of CRM and the competitive advantage this methodology provides
  • Insight on the challenges and constraints organizations face in attempting to incorporate CRM
  • Appreciation of how technology can be leveraged to enhance a CRM initiative
  • Exposure to best practices in multiple vertical markets
  • Knowledge of the key decision variables related to CRM
  • An understanding of simple CRM techniques
  • Hands-on practice including case study analysis


Week 1
Topics Covered:
  • Participant introduction and objectives
  • Program overview
  • Introduction to CRM theory
  • Brief history of CRM development
  • Organization implications including value chain incorporation
Class Work:
  • Case introductions and approaches
  • Assignment logistics
  • Text readings, quizzes and video lectures
Week 2
Topics Covered:
  • Data capture
  • Data management
  • Data transformation into knowledge
  • Technology considerations, approaches and challenges
Class Work:
  • Text readings, quizzes, video lectures and case analysis
Week 3
Topics Covered:
  • Business-to-business CRM/PRM
  • Understanding the customer-company profit chain: satisfaction, loyalty, retention and profits
  • CRM strategy cycle: acquisition, retention and win-back
  • Privacy and ethics considerations
Class Work:
  • Text readings, quizzes, video lectures and case analysis
Week 4
Topics Covered:
  • CRM program measurement and tools
  • CRM sales strategy
Class Work:
  • Text readings, quizzes, video lectures and case analysis
Week 5
Topics Covered:
  • Social networking and CRM
  • CRM trends, challenges and opportunities
Class Work:
  • Text readings, quizzes, video lectures and case analysis
  • Comprehensive exam
  • CRM topic summary

Frequently Asked Questions

Click here for DePaul University Continuing and Professional Education departmental student policies.
Is there a required text?
Yes. There is one required textbook for this course: Baran, Roger and Robert Galka. Customer Relationship Management: The Foundation of Contemporary Marketing Strategy 2nd Edition. Routledge Publications [ISBN-10: 1138919527] or [ ISBN-13: 978-1138919525]
Are there course materials?
There is a text and a case packet. The case packet can be printed digitally from Xanedu. The text can be purchased from multiple sites. Case packet ordering information will be provided upon enrollment into the course.
Are books included in the tuition fee?
No. The textbook is not included in the tuition fee. All other class materials are covered in the tuition fee and will be distributed online.
Is there required software?
All software used is through the DePaul D2L website. Firefox is the recommended Internet browser to ensure stability and video access. This is a free, readily available internet browser. Some employers prohibit installation of any software which they do not approve. Firefox should not be an issue with employers, but if it is, then the participants may need to use their personal computers.
Do I need a computer?
Computer access (Windows or Mac OS X) is required as well as a reliable (broadband) connection to the Internet.
Is this class very technical?
Some of the topics are technical but are described in a way that a non-technical-orientated person can comprehend. At every stage, theory is integrated with technology. This course is targeted to both non-technical as well as technical participants.
How much time would I spend on the course each week?
The time commitment varies based upon the student’s current level of CRM knowledge as well as to what extent the student immerses himself in self-testing quizzes and end-of-chapter questions. One should plan on spending 7 – 12 hours per week outside of class time, depending upon these variables. 
What are the main deliverables for the course and how am I measured? Is there a grade?
Students are measured on their ability in three areas: Case analysis (2 cases), management of a CRM Journal, and a comprehensive final exam taken online at the end of the course. One of four possible grades may be earned: High Pass, Pass, Low Pass or Failure. In the event of a failing grade, the instructor provides an additional assignment to enhance the student’s understanding of CRM and an opportunity to pass the program.
There was mention of quizzes. Are the quizzes mandatory?
No. Quizzes are available for the student to test their comprehension and do not factor into the final grade. It is strongly recommended that students test their comprehension by taking all of the quizzes, including end-of-chapter questions. Taking quizzes also prepares the student for the final exam.
What are the requirements for the Integrated Marketing Communications Certificate?
To receive the IMC certificate, students must successfully complete three required courses and two elective courses plus one seminar. Follow the link to learn more about the IMC Certificate and review the list of courses
Do I get DePaul credit for these classes?
No, but some have been approved for CEU credits. These classes are professional education classes with different requirements than courses taken for academic credit.
What is the difference between a certificate and a certification?
A certificate is earned after completion of a course or a series of courses. Certificates are usually awarded by a training provider or an educational institution. Certification typically includes an experience, an educational component and requires passing an exam. Certifications are awarded by governmental and/or professional agencies and often require recertification to remain certified.


Online registration is available 24 hours a day, 7 days a Week. Add the course you are interested in to your shopping cart and proceed to checkout. Registration is also available via phone, fax or mail. An Adobe Acrobat PDF of the registration form is provided for your convenience.

Course Availability

Course Section Add to Shopping Cart
KMC 144-00
Robert J. Galka
Monday, October 5 - Sunday, November 8, 2020, 24-hour online access
1.5 CEUs
15 Contact Hours
Required Fees: Price
Registration - Late fee of $75 will be applied to all registrations received after 9/28/2020$1,295.00