Customer Relationship Management (CRM)

Customer Relationship Management (CRM) is a comprehensive and practice-oriented course designed for managers, entrepreneurs, marketing and sales professionals, customer service specialists, and individuals who want to understand how organizations build, manage, and sustain strong relationships with customers.

The course introduces the strategic and operational aspects of CRM, focusing on how customer data, processes, and technologies are integrated to improve customer satisfaction, retention, and long-term value. Participants will explore how CRM supports business growth by aligning marketing, sales, and customer service activities around customer needs.

Special emphasis is placed on customer-centric strategy, CRM processes, customer lifecycle management, data-driven decision-making, CRM systems and technologies, and relationship-based value creation. The course combines theoretical foundations with practical examples and real-world applications.

The content is suitable for both beginners and professionals seeking to enhance their understanding of customer relationship management in modern organizations.

By the end of the course, participants will be able to:

Understand the core concepts and objectives of CRM

Apply customer-centric strategies in organizations

Manage customer data and relationships effectively

Improve customer satisfaction, loyalty, and retention

Understand the role of CRM systems in business performance