Customer Relationship Management -Introduction to Customer Relationship Management
Welcome to the course
Course overview: Scope, structure, and expectations
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Understanding CRM: Basics and significance
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Learning outcomes: What you will gain from this course
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Customer Relationship Management -Foundations of Customer Relationship Management (CRM)
Evolution of CRM: From transactional to relational
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The CRM philosophy: Principles and values
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The CRM ecosystem: Key components and dynamics
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Customer Relationship Management -Building a Customer-Centric Strategy
The power of customer-centricity: Concepts and benefits
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Crafting customer-centric strategies: Tools and techniques
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Instilling a customer-centric culture: Steps and best practices
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Customer Relationship Management -Data-Driven Customer Relationship Management
The role of data in CRM: From insights to actions
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Segmenting and targeting customers: Data at work
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Personalizing customer experiences: The data-driven approach
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Customer Relationship Management -CRM for Sales and Marketing Success
Aligning CRM with sales and marketing: The synergy
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Sales force automation: Boosting efficiency and effectiveness
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CRM and marketing automation: Driving integrated campaigns
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Customer Relationship Management -Enhancing Customer Satisfaction and Loyalty
The importance of customer satisfaction and loyalty
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Designing and implementing effective loyalty programs
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Measuring customer satisfaction: Metrics and tools
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Customer Relationship Management -Effective Customer Service Strategies
CRM in customer service: Enhancing interactions and experiences
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Resolving customer issues: Strategies and techniques
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Building a proactive customer service: The CRM approach
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Customer Relationship Management -CRM Tools and Technologies
Understanding CRM technologies and its importance
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Choosing the right CRM software: Factors and considerations
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Automation in CRM: Enhancing efficiency and customer experience
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Customer Relationship Management -Implementing and Evaluating CRM Strategies
From planning to execution: The CRM implementation process
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Measuring CRM success: Key metrics and KPIs
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CRM future trends: Staying ahead in the game
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Additional resources