Customer Relationship Management

عن

Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.

Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.

In this course, you will learn how to shift from a short-term customer transaction based mode of operation to a long-term relationship mode and understand the benefits of having strong customer relations.

Topics covered include:

• Customer retention
• Customer centricity
• Customer lifetime value
• Customer value management

What you will learn

• The meaning and application of CRM
• Benefits of CRM to companies and consumers
• How to implement CRM best practices
• The importance of bonding and building loyalty with customers
• How to build long term customer realtionships

Skills you learn

• Relationship Management
• Management
• Customer Relationship Management
• Marketing

Syllabus

Week 1 : Introduction to CRM
Meaning and definition of CRM, benefits of CRM, why should businesses adopt CRM

Week 2 : Building Customer Relationships
The why’s and how’s of building relationships with customers.

Week 3 : Economics of CRM
Lifetime value of customer, Activity based costing for customer profitability analysis

Week 4 : CRM Applications
Applications of CRM in different industries

Week 5 : CRM in Business Markets
CRM practices in Business Markets

Week 6 : CRM implementation
CRM implementation process, precautions related to CRM implementation.

Auto Summary

Discover the essentials of Customer Relationship Management (CRM) with this comprehensive course offered by edX. Perfect for those looking to enhance their skills in Sales & Marketing, this course delves into the core concepts and best practices of CRM, equipping you with the knowledge to cultivate strong customer relationships. Led by industry experts, the course spans 21 hours, making it an ideal choice for busy professionals. Flexible subscription options, including Starter and Professional plans, allow you to choose the level of commitment that suits your needs. Whether you're new to the field or looking to refresh your skills, this course is designed to elevate your understanding and application of CRM strategies. Join now to start building better customer connections and drive success in your marketing efforts.