SIG ED - IS in Education, IS Curriculum, Education and Teaching Cases
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Paper Type
Complete
Paper Number
1113
Description
Customer relationship management (CRM) systems, the enterprise systems used to digitize aspects of the sales, support, & marketing functions, are heavily adopted throughout industry, resulting in demand for skilled employees. Higher education is generally expected to respond to industry needs, and assessing these needs is a long-standing task in Information Systems (IS) pedagogy. A recent paper suggests that CRM curricula in higher education is often inadequate and proposes a skills framework for a CRM Analyst. We leverage this skills framework to perform a content analysis of 61 job listings for Salesforce Administrator roles. Our framework indicates that a CRM curriculum should generate student competence in the categories of data & middleware, soft skills, project management & business analysis skills, and to obtain a baseline Salesforce Administrator certification. These findings can assist instructors in developing CRM courses and programs and expand our existing understanding of CRM pedagogy.
Recommended Citation
Kinnett, Seth J. and Steinbach, Theresa A., "In Search of the Optimal CRM Curriculum: A Skills Framework for the Salesforce Administrator Role" (2022). AMCIS 2022 Proceedings. 10.
https://aisel.aisnet.org/amcis2022/sig_ed/sig_ed/10
In Search of the Optimal CRM Curriculum: A Skills Framework for the Salesforce Administrator Role
Customer relationship management (CRM) systems, the enterprise systems used to digitize aspects of the sales, support, & marketing functions, are heavily adopted throughout industry, resulting in demand for skilled employees. Higher education is generally expected to respond to industry needs, and assessing these needs is a long-standing task in Information Systems (IS) pedagogy. A recent paper suggests that CRM curricula in higher education is often inadequate and proposes a skills framework for a CRM Analyst. We leverage this skills framework to perform a content analysis of 61 job listings for Salesforce Administrator roles. Our framework indicates that a CRM curriculum should generate student competence in the categories of data & middleware, soft skills, project management & business analysis skills, and to obtain a baseline Salesforce Administrator certification. These findings can assist instructors in developing CRM courses and programs and expand our existing understanding of CRM pedagogy.
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