Explore the foundations of CRM, covering data-driven strategies, customer segmentation, loyalty programs & methodologies
What you'll learn
earners will be able to apply CRM principles to design customer segmentation, loyalty programs, and optimized sales and marketing efforts
earners will be able to leverage data to gain valuable insights into customer behaviors and preferences, leading to improved customer satisfaction
Learners will be able to create customer-focused plans that cater to diverse customer needs, enhancing overall satisfaction and building long-lasting relation
Learners will be able to assess the changing landscape of CRM, identifying key trends and future directions that can impact business strategies.
Requirements
No pre requisites is needed .Any one can attend this program with English language understanding
Experience in customer service, marketing and business development for 1-3 years will be useful to apply immediately.
Description
About Certified Customer Relationship Management Expert (CCRME) courseWelcome to the "Customer Relationship Management" course, an extensive journey into the world of CRM. Throughout this course, we will explore the essential dynamics of CRM, covering data-driven strategies, customer segmentation, loyalty programs, and methodologies to enhance customer satisfaction and build lasting relationships. The course is designed in three stages: Core, Intermediate, and Advanced, each progressively expanding on the concepts. The Core stage offers self-paced learning with video lectures, exercises, and quizzes, while the Intermediate and Advanced stages introduce real-world case studies. As your guide, I'll share innovative strategies and tools that are reshaping customer-business interactions.In Lesson 1, we'll lay the foundations of CRM, understanding its evolution from transactional to relational. Section 1.2 will delve into the CRM philosophy, highlighting its principles and values. Moving forward, Lesson 2 will focus on creating customer-centric strategies, instilling a culture that prioritizes customer needs. In Lesson 3, we'll explore data-driven CRM, using insights to target and personalize customer experiences. In the subsequent lessons, we'll cover CRM's synergy with sales and marketing, customer satisfaction and loyalty programs, effective customer service strategies, and the technological landscape of CRM. The course will conclude with implementing and evaluating CRM strategies, measuring success, and staying ahead of future trends.This course is ideal for sales and marketing professionals seeking to boost customer loyalty and business growth. It's also beneficial for customer service representatives looking to enhance customer satisfaction. Business owners, CRM specialists, and managers can leverage this course to stay updated with the latest trends and innovative strategies. Business analysts will benefit from the focus on data-driven insights, while product managers can gain tools for customer segmentation and data analysis. IT professionals will appreciate understanding the business side of CRM technologies. Students studying business or marketing can supplement their academic knowledge with practical applications and insights from this course.Let's embark on this transformative journey in Customer Relationship Management, equipping you with the skills and knowledge to thrive in today's customer-centric business landscape.Following topics are covered Course overview: Scope, structure, and expectationsUnderstanding CRM: Basics and significanceLearning outcomes: What you will gain from this courseEvolution of CRM: From transactional to relationalThe CRM philosophy: Principles and valuesThe CRM ecosystem: Key components and dynamicsThe power of customer-centricity: Concepts and benefitsCrafting customer-centric strategies: Tools and techniquesInstilling a customer-centric culture: Steps and best practicesThe role of data in CRM: From insights to actionsSegmenting and targeting customers: Data at workPersonalizing customer experiences: The data-driven approachAligning CRM with sales and marketing: The synergySales force automation: Boosting efficiency and effectivenessCRM and marketing automation: Driving integrated campaignsThe importance of customer satisfaction and loyaltyDesigning and implementing effective loyalty programsMeasuring customer satisfaction: Metrics and toolsCRM in customer service: Enhancing interactions and experiences •2 minutesResolving customer issues: Strategies and techniquesBuilding a proactive customer service: The CRM approachUnderstanding CRM technologies and its importanceChoosing the right CRM software: Factors and considerationsAutomation in CRM: Enhancing efficiency and customer experienceFrom planning to execution: The CRM implementation processMeasuring CRM success: Key metrics and KPIsCRM future trends: Staying ahead in the gameEnroll immediately to Master this course for taking the business to next level.
Overview
Section 1: Introduction to Customer Relationship Management
Lecture 1 Course overview: Scope, structure, and expectations
Lecture 2 Understanding CRM: Basics and significance
Lecture 3 Learning outcomes: What you will gain from this course
Section 2: Foundations of Customer Relationship Management (CRM)
Lecture 4 Evolution of CRM: From transactional to relational
Lecture 5 The CRM philosophy: Principles and values
Lecture 6 The CRM ecosystem: Key components and dynamics
Section 3: Building a Customer-Centric Strategy
Lecture 7 The power of customer-centricity: Concepts and benefits
Lecture 8 Crafting customer-centric strategies: Tools and techniques
Lecture 9 Instilling a customer-centric culture: Steps and best practices
Section 4: Data-Driven Customer Relationship Management
Lecture 10 The role of data in CRM: From insights to actions
Lecture 11 Segmenting and targeting customers: Data at work
Lecture 12 Personalizing customer experiences: The data-driven approach
Section 5: CRM for Sales and Marketing Success
Lecture 13 Aligning CRM with sales and marketing: The synergy
Lecture 14 Sales force automation: Boosting efficiency and effectiveness
Lecture 15 CRM and marketing automation: Driving integrated campaigns
Section 6: Enhancing Customer Satisfaction and Loyalty
Lecture 16 The importance of customer satisfaction and loyalty
Lecture 17 Designing and implementing effective loyalty programs
Lecture 18 Measuring customer satisfaction: Metrics and tools
Section 7: Effective Customer Service Strategies
Lecture 19 CRM in customer service : Enhancing interactions and experiences
Lecture 20 Resolving customer issues: Strategies and techniques
Lecture 21 Building a proactive customer service: The CRM approach
Section 8: CRM Tools and Technologies
Lecture 22 Understanding CRM technologies and its importance
Lecture 23 Choosing the right CRM software: Factors and considerations
Lecture 24 Automation in CRM: Enhancing efficiency and customer experience
Section 9: Implementing and Evaluating CRM Strategies
Lecture 25 From planning to execution: The CRM implementation process
Lecture 26 Measuring CRM success: Key metrics and KPIs
Lecture 27 CRM future trends: Staying ahead in the game
designed to empower sales and marketing professionals, customer service representatives, business owners, CRM specialists,,Very useful course for managers, analysts, product managers, IT professionals, and business/marketing students
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