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Integrating Customer Relationship Management into Cloud and Database Courses

Ortiz, David
http://rave.ohiolink.edu/etdc/view?acc_num=osu1607093461884969

Abstract Details

, Master of Science, Ohio State University, Computer Science and Engineering.
Customer Relationship Management (CRM) platforms connect business units with potential and active customers. CRM platforms affect every facet of a business from sales referrals to touch points to targeted advertising and deal making. However, recent cloud computing services, e.g., Force.com, have revolutionized CRM design and implementation, deprecating CRM curriculum in computer science curriculum. This thesis contends that a new curriculum for CRM that is grounded in modern design concepts would interest students and advance learning outcomes in computer and data science courses. Specifically, the research underlying this thesis (1) outlines a curriculum for enterprise CRM, (2) provides technical knowledge on the matter and (3) combines and leverages data management computer science fundamentals to provide a real world, practical application of an in-demand skill set not normally taught in academia--CRM Engineering. First, the curriculum introduces the basic skills and concepts used in CRM plat- forms in today's cloud computing landscape. Second, an overview of Salesforce and its proprietary programming languages and technologies are presented to further reinforce real world applications of CRM programming. Finally, detailed analyses of programming best practices are examined specifically analyzing bulkification when dealing with large data management scenarios in the cloud. The curriculum was created as 3 slideshow presentations, recorded videos and a knowledge-check quiz. We presented the curriculum to a section of Data Management in the Cloud, a course taught in the data analytics sequence at The Ohio State University. After going through the curriculum, the students were presented a quiz to assess (1) their learning outcomes related to CRM and (2) their appreciation of the material in the class. Our results show that the material was effective in establishing foundational CRM platform knowledge and programming best practices with students scoring an aver- age score of 98 percent and rating the course material favorably with 87 percent of students rating it 4 or 5 out of 5 points. Additionally, by choosing Salesforce as a model CRM, this further enables students to create free Salesforce instances of their own and apply material presented in this thesis to future work.
Christopher Stewart (Advisor)
Srinivasan Parthasarathy (Committee Member)
Computer Science
Salesforce; Cloud Computing; Trigger; Metadata; CRM; Customer Relationship Management; SOQL; DML; APEX; Governor Limits; Bulkification; Multi-tenancy; Cloud; Platform as a service; PaaS; force dot com

Recommended Citations

Citations

  • Ortiz, D. (n.d.). Integrating Customer Relationship Management into Cloud and Database Courses [Master's thesis, Ohio State University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=osu1607093461884969

    APA Style (7th edition)

  • Ortiz, David. Integrating Customer Relationship Management into Cloud and Database Courses. Ohio State University, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=osu1607093461884969.

    MLA Style (8th edition)

  • Ortiz, David. "Integrating Customer Relationship Management into Cloud and Database Courses." Master's thesis, Ohio State University. Accessed MAY 14, 2025. http://rave.ohiolink.edu/etdc/view?acc_num=osu1607093461884969

    Chicago Manual of Style (17th edition)

osu1607093461884969
342
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This open access ETD is published by The Ohio State University and OhioLINK.
Release 3.2.12