Course Description:
This course explores the principles, strategies, and technologies of Customer Relationship Management (CRM) essential for building and maintaining strong customer relationships in business. Participants will learn about CRM concepts, implementation strategies, customer data management, personalized marketing, and using CRM systems to enhance customer experience and loyalty.
Course Objectives:
By the end of this course, students will be able to:
- Understand the fundamentals and importance of Customer Relationship Management (CRM).
- Learn strategies for implementing CRM systems effectively in businesses.
- Explore techniques for managing and analyzing customer data to improve relationships.
- Master personalized marketing strategies and customer segmentation using CRM.
- Gain insights into using CRM to enhance customer experience and satisfaction.
- Understand CRM metrics and analytics for measuring customer relationships.
Course Structure:
Module 1: Introduction to Customer Relationship Management (CRM)
Module 2: Implementing CRM Systems
Module 3: Managing Customer Data
Module 4: Personalized Marketing with CRM
Module 5: Enhancing Customer Experience with CRM
Module 6: CRM Metrics and Analytics
Trainer
Concern Matita
Curriculum
- 6 Sections
- 12 Lessons
- 6 Weeks
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- Module 1: Introduction to Customer Relationship Management (CRM)Welcome to Module 1, "Introduction to Customer Relationship Management (CRM)." This module provides an overview of CRM fundamentals, discussing its definition, importance, and benefits in building strong customer relationships. You will learn how to develop a CRM strategy and set clear objectives to implement CRM effectively in your business.3
- Module 2: Implementing CRM SystemsModule 2, "Implementing CRM Systems," explores the process of selecting and implementing CRM systems in businesses. You will learn about different CRM software options, factors to consider during selection, and best practices for successful CRM deployment.3
- Module 3: Managing Customer DataModule 3, "Managing Customer Data," focuses on strategies and techniques for managing customer data effectively within CRM systems. You will learn about data collection, organization, data quality, and governance practices, as well as how to leverage customer segmentation and personalization strategies to enhance marketing efforts.3
- Module 4: Personalized Marketing with CRMModule 4, "Personalized Marketing with CRM," explores the role of CRM in creating customer profiles and executing personalized marketing campaigns. You will learn how to build detailed customer profiles, understand customer preferences, and leverage marketing automation tools to automate and optimize personalized marketing efforts.3
- Module 5: Enhancing Customer Experience with CRMModule 5, "Enhancing Customer Experience with CRM," covers strategies for using CRM to enhance customer service, manage customer inquiries, and improve customer retention. You will explore techniques for implementing loyalty programs, managing customer feedback, and leveraging CRM to enhance overall customer experience and satisfaction.3
- Module 6: CRM Metrics and AnalyticsModule 6, "CRM Metrics and Analytics," focuses on measuring and analyzing CRM performance using key metrics and analytics. You will learn about essential CRM metrics, KPIs for tracking customer relationships, and techniques for analyzing CRM data to optimize strategies and improve customer engagement.3
