Customer-Centric CRM Strategy and Management

EDUCBA via Coursera Specialization

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Provider

Coursera Specialization
Pricing

Paid Course
Languages

English
Certificate

Certificate Available
Effort

4 weeks, 10 hours a week
Sessions

Self-Paced
Level

Beginner

Found in

Overview

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The Customer-Centric CRM: Navigating Customer Relationships Specialization equips learners with the strategic knowledge and practical skills to manage and enhance customer relationships effectively. Through a structured, case-based approach, learners explore CRM fundamentals, analyze customer lifecycles, design strategic blueprints, and implement automation tools. This hands-on program bridges theory and practice, helping professionals create data-driven, value-focused CRM systems that improve acquisition, retention, and long-term loyalty across marketing, sales, and service domains.

Syllabus

Course 1: CRM: Analyze, Apply & Optimize Customer Success
Course 2: CRM Strategies: Analyze, Design & Implement
Course 3: Customer Relationship Management with Case Study

Courses

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Build practical Customer Relationship Management (CRM) expertise by connecting foundational concepts with strategic analysis and implementation. Designed for learners pursuing roles in sales, marketing, and business strategy, this course uses a structured case study to show how CRM supports customer value, stronger experiences, and long-term loyalty. You’ll define CRM fundamentals and complements, examine a company’s background, vision, mission, milestones, services, objectives, and key observations, and assess how organizational context shapes customer relationships. You’ll then design a strategic CRM blueprint by integrating organizational ethos and geographic market assessments. Moving into advanced analysis, you’ll conduct CRM audits, evaluate deployment effectiveness, and apply PESTLE and SWOT frameworks to identify internal and external business drivers. You’ll also explore SCRM complements and apply CSPM, CEVD, and CEM to manage customer portfolios, deliver customer value, and optimize customer experiences. What makes this course distinctive is its progression from CRM foundations to strategic execution through one practical case study. Enroll to develop the analytical and planning skills needed to design and implement customer-centric CRM strategies in dynamic business environments.
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Build practical Customer Relationship Management (CRM) expertise by connecting foundational concepts with customer strategy and operational automation. Designed for professionals and students seeking customer-centric business skills, this course explores CRM’s evolution, core principles, complementary frameworks, and role in creating lasting customer relationships. You’ll analyze customer lifecycle stages, compare acquisition and retention strategies, classify customer portfolios, and prioritize resources. You’ll also design value-driven customer experiences that integrate emotional, functional, and social elements to strengthen loyalty. Moving from strategy to execution, you’ll examine how operational CRM and automation improve sales, marketing, and service efficiency, implement data-driven approaches for personalization and service delivery, and assess analytical CRM tools to create success plans aligned with business goals. What makes this course distinctive is its balanced progression from CRM foundations to strategic customer value and operational application. By combining conceptual frameworks with business-focused applications, it prepares you to evaluate and optimize CRM strategies for stronger customer engagement and sustainable business growth.
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Build practical expertise in Customer Relationship Management (CRM) by connecting core concepts, strategic analysis, and advanced applications through a real-world case study. Designed for professionals and students seeking actionable CRM strategy and execution skills, this course shows how CRM aligns with an organization’s vision, mission, milestones, business objectives, and customer needs. You’ll examine company background and business verticals, interpret key observations, and formulate customer-focused CRM strategies. You’ll apply customer profiling techniques, conduct CRM audits, and use PESTLE and SWOT analysis to evaluate organizational performance and the external environment. You’ll also explore operational CRM complements and implement Sales Force Automation, Marketing Automation, and Service Automation to streamline sales, marketing, and service processes. What makes this course distinctive is its case-study-driven progression from CRM foundations to strategic evaluation and advanced practice. By the end, you’ll be able to assess customer data, evaluate CRM effectiveness, and design aligned strategies that strengthen customer engagement, improve operational efficiency, and support long-term business goals. Enroll to develop practical CRM analysis and implementation skills grounded in an organizational context.