Customer Relationship Management

Overview

This free Customer Relationship Management (CRM) course will equip you with the practical skills to build strong, lasting customer relationships that drive business success. You’ll learn how to effectively manage customer interactions, improve satisfaction, and foster loyalty, giving you a customer-centric edge in your professional role. The course covers essential CRM processes, including communication strategies, customer service, and relationship management. You’ll also learn from real-world CRM examples from companies like Apple and Amazon, showing how these strategies directly impact business growth. By the end of the course, you’ll have the skills to enhance your customer relationships, along with a certificate to demonstrate your expertise.

Syllabus

Main components of Operations Management

This chapter will cover components like People Management, Lead Management, Sales Force Automation, Customer Service, Marketing, Work Flow Automation, Business Reporting & Analytics.

Introduction to Customer Relationship Management

This chapter will explain what CRM is, why it is needed, and its end goal. It will also talk about some brief real-life examples to better grasp the concept of CRM.

What is Customer Relationship Management?

CRM refers to companies’ strategies, practices, and technologies to manage and analyze their customers’ interactions. This module of the CRM course online will help you understand Customer Relationship Management better.

Benefits of CRM

This chapter throws light on how CRM benefits the business. It will go on to talk about benefits like segmentation, customer retention, and more CRM provides to Sales & Marketing teams.

CRM Process

This chapter will have a step-by-step explanation of the CRM process. From identifying the target market, defining strategy, and customer handling to performance management software selection and re-engaging customers.

What does Customer Relationship Managers do?

In this chapter, you will understand a customer relationship manager's essential roles and responsibilities and what their day looks like.

Examples of CRM

After understanding CRM from a theoretical point of view, this chapter will take on a few real-life examples like Apple's & Amazon's CRM growth strategies.

ChatGPT for Customer Support

In this module, you will explore ChatGPT’s role in transforming customer service, its key benefits for the industry, and practical ways to leverage it for efficient, personalized support.