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Customer Relationship Management
  • Level Foundation
  • Duration 9 hours
  • Course by Starweaver
  • Offered by

About

Customer Relationship Management (CRM) is a comprehensive course that explores various aspects of CRM, from data-driven strategies to customer segmentation and loyalty programs. The course is designed in three stages, each building upon the previous one, and includes self-paced learning with pre-recorded video lectures, exercises, and interactive quizzes. Real-world case studies and problem-solving exercises are introduced in the Intermediate and Advanced stages to simulate real CRM challenges. The target audience for this program/course includes: - Sales and Marketing Professionals: Learn to apply CRM principles to improve sales and marketing efforts, foster customer loyalty, and drive business growth. - Customer Service Representatives: Gain strategies to understand and manage customer expectations, leading to increased customer satisfaction. - Business Owners and Entrepreneurs: Understand how to use CRM to create customer-centric strategies, enhance relationships, and utilize data-driven insights. - CRM Specialists and Managers: Stay updated with the latest trends and technologies, while gaining fresh perspectives and innovative strategies in CRM. - Business Analysts: Benefit from the focus on data-driven insights and learn how to use data in creating effective CRM strategies. - Product Managers: Acquire tools and techniques for customer segmentation and data analysis to better meet customer needs. - IT Professionals: Understand the business side of the technologies they manage or develop, with the increasing role of digital tools in CRM. - Students studying Business or Marketing: Gain real-world applications and insights, supplementing their academic knowledge with practical skills. By the end of the course, you will be able to define CRM's significance, analyze customer data for targeted marketing, design effective customer journey maps, integrate CRM with emerging technologies, solve real-world CRM challenges, and craft customer-centric strategies aligned with business goals. Prerequisites for this course include a basic understanding of business principles, an interest in customer service or marketing, familiarity with basic data analysis, tech-savviness, good communication skills, and a problem-solving mindset. These prerequisites will help learners better comprehend and apply CRM principles effectively.

Modules

Introduction to Customer Relationship Management

    • 3 Videos
    • 1 Readings
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3 Videos

  • Course overview: Scope, structure, and expectations
  • Understanding CRM: Basics and significance
  • Learning outcomes: What you will gain from this course

1 Readings

  • Welcome to the course

Foundations of Customer Relationship Management (CRM)

    • 3 Videos
    • 1 Assignment
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1 Assignment

  • Foundations of customer relationship management (CRM)

3 Videos

  • Evolution of CRM: From transactional to relational
  • The CRM philosophy: Principles and values
  • The CRM ecosystem: Key components and dynamics

Building a Customer-Centric Strategy

    • 3 Videos
    • 1 Assignment
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1 Assignment

  • Building a Customer-Centric Strategy

3 Videos

  • The power of customer-centricity: Concepts and benefits
  • Crafting customer-centric strategies: Tools and techniques
  • Instilling a customer-centric culture: Steps and best practices

Data-Driven Customer Relationship Management

    • 3 Videos
    • 1 Assignment
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1 Assignment

  • Data-driven customer relationship management

3 Videos

  • The role of data in CRM: From insights to actions
  • Segmenting and targeting customers: Data at work
  • Personalizing customer experiences: The data-driven approach

CRM for Sales and Marketing Success

    • 3 Videos
    • 1 Assignment
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1 Assignment

  • CRM for Sales and Marketing Success

3 Videos

  • Aligning CRM with sales and marketing: The synergy
  • Sales force automation: Boosting efficiency and effectiveness
  • CRM and marketing automation: Driving integrated campaigns

Enhancing Customer Satisfaction and Loyalty

    • 3 Videos
    • 1 Assignment
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1 Assignment

  • Enhancing customer satisfaction and loyalty

3 Videos

  • The importance of customer satisfaction and loyalty
  • Designing and implementing effective loyalty programs
  • Measuring customer satisfaction: Metrics and tools

Effective Customer Service Strategies

    • 3 Videos
    • 1 Assignment
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1 Assignment

  • Effective Customer Service Strategies

3 Videos

  • CRM in customer service: Enhancing interactions and experiences
  • Resolving customer issues: Strategies and techniques
  • Building a proactive customer service: The CRM approach

CRM Tools and Technologies

    • 3 Videos
    • 1 Assignment
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1 Assignment

  • CRM tools and technologies

3 Videos

  • Understanding CRM technologies and its importance
  • Choosing the right CRM software: Factors and considerations
  • Automation in CRM: Enhancing efficiency and customer experience

Implementing and Evaluating CRM Strategies

    • 3 Videos
    • 1 Readings
    • 2 Assignment
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2 Assignment

  • Implementing and Evaluating CRM Strategies
  • Final Assessment

3 Videos

  • From planning to execution: The CRM implementation process
  • Measuring CRM success: Key metrics and KPIs
  • CRM future trends: Staying ahead in the game

1 Readings

  • Additional resources

Auto Summary

Customer Relationship Management (CRM) on Coursera is a comprehensive course designed for professionals and students in business, marketing, and IT. Taught by industry experts, this foundation-level course spans 540 minutes and covers data-driven CRM strategies, customer segmentation, and loyalty programs through pre-recorded lectures, exercises, and quizzes. Ideal for sales, marketing, customer service reps, business owners, and analysts, it offers real-world case studies and problem-solving exercises. Enhance your CRM skills and drive business growth with flexible starter subscription options.

Julian Jenkins
Instructor

Julian Jenkins