2017 – 2018
Florida Department of Education
Curriculum Framework 

Program Title:	Customer Relationship Management
Career Cluster:	Marketing, Sales & Service

NOTE:  This program has been daggered for deletion with 2017-2018 being the last cohort of students permitted to enroll in the program.  After 2017-2018, no new students may be enrolled in this program.  Students already enrolled in the program may, at the District’s discretion, continue taking courses in the program until completion.

AS	
CIP Number	1252020700	
Program Type	College Credit	
Standard Length	60 credit hours	
CTSO	Collegiate DECA	
SOC Codes (all applicable) 	11-2022 – Sales Managers	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

The purpose of this program is to prepare students for employment in customer service occupations (e.g., customer service representatives, customer services managers) and other service occupations that require a customer-centered approach.  This program is designed to prepare students for employment in supervisory or specialist positions in all industry areas involving the management of customer relationships.

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Marketing, Sales and Service career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Marketing, Sales and Service career cluster. 

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is a planned sequence of instruction consisting of 60 credit hours. 

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate human relations skills necessary for success in customer service occupations.
02.0	Demonstrate ability to communicate skillfully.
03.0	Manage customer interactions.
04.0	Demonstrate employability skills.
05.0	Organize job duties.
06.0	Demonstrate basic math operations relevant to customer relationship management. 
07.0	Participate in learning.
08.0	Manage human resources.
09.0	Operate computers and other equipment appropriate to customer relationship management.

2017 – 2018
Florida Department of Education
Student Performance Standards

Program Title:	Customer Relationship Management
CIP Numbers:	1252020700
Program Length:	60 credit hours
SOC Code(s):		11-2022

The AS degree requires the inclusion of a minimum of 15 credits of general education coursework according to SACS, and it must be transferable according to Rule 6A-14.030 (2), F.A.C.  At the completion of this program, the student will be able to:	
01.0	Demonstrate human relations skills necessary for success in customer service occupations – the student will be able to:	
01.01	Exhibit acceptable health and grooming habits.	
01.02	Exhibit punctuality, initiative, courtesy, loyalty, and honesty.	
01.03	Use a personality inventory for personal improvement.	
01.04	Exhibit the ability to get along with others.	
01.05	Discuss the importance of human relations.	
01.06	Develop and demonstrate the unique human relations skills needed for successful entry and progress in the customer service sector of marketing occupations.	
01.07	Differentiate between an acceptable and unacceptable code of ethical conduct in business.	
02.0	Demonstrate the ability to communicate skillfully – the student will be able to:	
02.01	Demonstrate effective and courteous telephone usage.	
02.02	Give oral reports to demonstrate the ability to effectively express oneself in a group setting.	
02.03	Demonstrate good customer communications through roleplaying.	
02.04	Understand communication concepts, goals, skills, and criteria.	
02.05	Organize and prepare oral and visual reports using appropriate media.	
02.06	Prepare different types of correspondence.	
03.0	Manage customer interactions – the student will be able to:	
03.01	Listen reflectively.	
03.02	Review customer history.	
03.03	Ask questions.	
03.04	Collect information.	
03.05	Assess the customer’s needs.	
03.06	Research solutions.	
03.07	Develop a plan of action.	
03.08	Refer to appropriate authority (if needed).	
03.09	Execute data capture.	
03.10	Communicate actions.	
03.11	Resolve customer issues.	
03.12	Offer additional services.	
03.13	Perform follow-up as needed.	
04.0	Demonstrate employability skills – the student will be able to:	
04.01	Conduct a job search in the area of customer services.	
04.02	Secure information about customer service jobs.	
04.03	Identify documents that may be required when applying for a job.	
04.04	Complete a personal résumé.	
04.05	Complete a job application form correctly.	
04.06	Demonstrate competence in job interview techniques.	
04.07	Identify and demonstrate appropriate responses to criticism from supervisors.	
04.08	Identify and demonstrate acceptable work habits.	
04.09	Demonstrate knowledge of how to make job changes appropriately.	
04.10	Demonstrate acceptable health habits.	
05.0	Organize job duties – the student will be able to:	
05.01	Review in-baskets.	
05.02	Review calendar.	
05.03	Review planned projects.	
05.04	Prioritize tasks.	
05.05	Develop a work plan.	
05.06	Schedule activities.	
05.07	Execute work.	
06.0	Demonstrate basic math operations relevant to customer relationship management – the student will be able to:	
06.01	Perform basic computational operations.	
06.02	Demonstrate correct procedures for handling major types of sales transactions.	
06.03	Calculate prices given necessary data.	
06.04	Calculate markup as a percentage of cost or retail price.	
06.05	Calculate markdowns.	
06.06	Complete an invoice, purchase order, and return packing slip.	
06.07	Calculate discount dates, due dates, and amount of payment.	
06.08	Calculate amount of merchandise and supplies to be re-ordered.	
06.09	Determine total costs, costs per unit, average costs, selling costs, labor costs, and other cost data.	
07.0	Participate in learning – the student will be able to:	
07.01	Attend scheduled training.	
07.02	Utilize available resources.	
07.03	Review job-critical information.	
07.04	Seek feedback on performance.	
07.05	Apply acquired skills.	
08.0	Manage human resources – the student will be able to:	
08.01	Write a job description for a position in customer services.	
08.02	Develop a training program for customer service employees.	
08.03	Demonstrate how to effectively train individuals and groups of employees.	
08.04	Develop personnel policies for employees in a marketing business.	
08.05	Develop a system for evaluating employees.	
08.06	Plan and demonstrate a corrective interview with an employee concerning a selected problem.	
08.07	Develop a recruitment, selection and retention program for employees.	
08.08	Develop an effective compensation plan for employees in customer services.	
09.0	Operate computers and other equipment appropriate to customer relationship management – the student will be able to:	
09.01	Obtain and transmit credit information.	
09.02	Obtain information, schedule, place orders, and route using phone, fax, computer, cash register, and other communications and calculating devices.	
09.03	Demonstrate merchandising and operations data entry procedures such as prices, sales, inventory changes, costs, and reductions.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

Distance Learning Products:  There are many distance learning products available to increase the availability of this curriculum to students with diverse needs.  Based on a study conducted by the University of Maryland, these products can be divided into three models.  The following models are not distinct, but can be considered as points on a continuum where control shifts from the faculty at one end, mixed control in the middle and primarily student control at the other end.  Though delivery methods and technologies have been assigned to a certain model for understanding, flexibility of the methodologies allows some overlapping between models depending on the objective of the program.  The products fall under the following three models:

Distributed Classroom – involves interactive telecommunications technologies that extend the classroom from one location to a number of separate locations and typically mixes on site and distant students.  This can include 2-way TV, 1-way video/2-way audio, Interactive TV, video-conferencing or radio broadcast.  

Independent Learning – frees the student from having to be in a certain location at a certain time.  Student has materials and access to faculty.  This model includes audiocassette, print, Internet, and videotape.  

Open Learning – involves the use of printed course material and other media that allow the student to proceed at their own pace.  This can include tele-courses, videotape, multimedia and printed courses.  

Customer Relationship Management (CRM) represents a change in philosophy to a more customer-centric approach that gives the customer and the customer relationship manager unprecedented access to information.  This framework moves in that direction, but as emerging technologies provide more access to data on products, services, buying trends, preferences and loyalty, the framework will need to be revised.  Implications for the CRM curriculum framework indicate that future revisions will need to incorporate new technologies to stay current with evolving changes.

The current educational trend for customer relationship management is a higher demand for certificate programs than complete degree programs.

Career and Technical Student Organization (CTSO)

Collegiate DECA - Delta Epsilon Chi is the intercurricular career and technical student organization(s) providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml