Customer Relationship Management with Case Study

Overview

Learners will define core CRM concepts, analyze organizational strategies, apply analytical frameworks, and implement advanced CRM tools to strengthen customer relationship management. Through a practical case study, this course demonstrates how CRM integrates with vision, mission, and business objectives to create strategic alignment. Participants will explore key observations, conduct geo-profiling, and evaluate CRM audits, gaining insights into both internal performance and external environments using PESTLE and SWOT analyses. By completing this course, learners will develop the ability to assess customer data, evaluate organizational effectiveness, and apply automation tools such as Sales Force Automation, Marketing Automation, and Service Automation. These skills will enable them to design CRM strategies that improve customer engagement, streamline operations, and align with long-term business goals. What makes this course unique is its real-world case study approach, which bridges theoretical concepts with practical application, ensuring learners not only understand CRM frameworks but also apply them to solve complex organizational challenges. This course is designed for professionals and students who want actionable skills in CRM strategy and execution.

Syllabus

Foundations of CRM and Case Study Introduction

This module introduces the CRM case study, explains key definitions, and outlines the organizational context. Learners explore company background, vision, mission, business verticals, and objectives, establishing a foundation for understanding how CRM strategy is embedded within business practices.

Analytical Insights and Strategic Evaluation

This module emphasizes strategic evaluation through observations, profiling, audits, and analytical frameworks. Learners examine how businesses assess customer data, organizational processes, and external environments using methods like PESTLE and SWOT to inform robust CRM strategies.

CRM Applications and Advanced Practices

This module explores advanced CRM applications including operational complements, Sales Force Automation, Marketing Automation, and Service Automation. Learners discover how integrated tools streamline sales, marketing, and service operations to enhance customer engagement and business efficiency.