About Course

 

The “Essentials of Customer Relationship Management” course offers a comprehensive exploration of the key principles and strategies that drive successful customer relationships in today’s dynamic business environment. This course delves into the evolution of CRM from transactional approaches to relationship-oriented strategies, emphasizing the integration of people, processes, and technology. Students will learn how to navigate the customer lifecycle, employ CRM technology effectively, manage customer data responsibly, and enhance customer experiences across multiple channels. By understanding the latest trends and innovations in CRM, including AI, social media integration, and mobile CRM, participants will be equipped to develop and execute robust CRM strategies that align with business goals and foster long-term customer loyalty.

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What Will You Learn?

  • Understanding the Core Components of CRM: Gain a deep understanding of the key elements that make up effective CRM systems, including the roles of people, processes, and technology in managing customer relationships.
  • Navigating the Customer Lifecycle: Learn how to effectively manage the different stages of the customer lifecycle, from acquisition and engagement to retention and loyalty, using targeted strategies.
  • Utilizing CRM Technology and Tools: Master the use of CRM software solutions, including their key features like sales automation, contact management, and analytics, to streamline customer interactions and improve efficiency.
  • Leveraging Data for Customer Insights: Develop skills in collecting, analyzing, and leveraging customer data to gain valuable insights, drive personalization, and make informed business decisions while ensuring data privacy and ethical considerations.
  • Adapting to Future CRM Trends: Stay ahead of emerging trends in CRM, such as AI, machine learning, social CRM, and omnichannel strategies, to continuously improve customer relationships and maintain a competitive edge in the market.

Course Content

Essentials of CRM

  • Introduction to Customer Relationship Management (CRM)
    00:00
  • Understanding the Customer Lifecycle
    00:00
  • CRM Technology and Tools
    00:00
  • Data Management in CRM
    00:00
  • Customer Experience Management (CXM)
    00:00
  • CRM Strategy and Planning
    00:00
  • Future Trends in CRM
    00:00
  • Reflective Assessment

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