2014 – 2015
Florida Department of Education
Curriculum Framework 

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

AS	
CIP Number	1252020700	
Program Type	College Credit	
Standard Length	60 credit hours	
CTSO	College DECA	
SOC Codes (all applicable) 	11-2022 – Sales Managers	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Statewide Articulation	http://www.fldoe.org/workforce/dwdframe/artic_frame.asp 	

Purpose

The purpose of this program is to prepare students for employment in customer service occupations, such as customer service representative, customer services manager and other service occupations that require a customer-centric approach.  The 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.

2014 – 2015
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 telephone usage and courtesy.	
02.02	Give oral reports to demonstrate the ability to effectively express oneself before a group.	
02.03	Demonstrate good customer communications through role-playing.	
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 resume.	
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 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 price given necessary data.	
06.04	Calculate markup as percentage of cost or retail.	
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 activities are an integral part of this program.  These activities include instruction in the use of safety procedures, tools, equipment, materials, and processes related to these occupations.  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)

College DECA--Delta Epsilon Chi is the appropriate career and technical student organization for 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.  The activities of such organizations are defined as part of the curriculum in accordance with Rule 6A-6.065, F.A.C.

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s Individual Educational Plan (IEP) or 504 plan or postsecondary student’s accommodations’ plan 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.

Articulation

To be transferable statewide between institutions, this program must have been reviewed, and a “transfer value” assigned the curriculum content by the appropriate Statewide Course Numbering System discipline committee.  This does not preclude institutions from developing specific articulation agreements with each other. 

For details on articulation agreements which correlate to programs and industry certifications refer to http://www.fldoe.org/workforce/dwdframe/artic_frame.asp .

Program Length

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.  The standard length of this program is 60 credit hours according to Rule 6A-14.030, F.A.C.