Customer Service Performance Frameworks with CRM Data and Sentiment Analysis is a practical course for business professionals who want to move beyond isolated service metrics and build a more complete view of customer service performance.
Learners begin by examining the role of customer service in retention, loyalty, and long-term customer value. They explore how common KPIs such as FCR, CSAT, and NPS relate to customer outcomes and why some measures deserve greater emphasis in executive reporting.
Next, the course focuses on CRM data and qualitative service insights. Learners work with service records, ticket descriptions, and customer feedback to identify patterns, classify sentiment, and turn unstructured text into trend reports that support better decision-making.
Finally, learners combine quantitative and qualitative insights into a unified customer service performance framework. They learn how to prioritize measures, connect service performance to operational efficiency and CLV, and communicate findings through dashboards and concise executive summaries.
By the end of the course, learners will be able to design a practical framework for evaluating and improving customer service performance using both structured CRM data and voice-of-customer insights.
