Curriculum
11 Sections
30 Lessons
10 Weeks
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Module 1: Introduction to Customer Relationship Management
3
1.1
What Is Customer Relationship Management (CRM)?
1.2
Evolution and Importance of CRM
1.3
CRM in Modern Business Environments
Module 2: Customer-Centric Strategy
3
2.1
Customer Value and Customer Experience
2.2
Customer Segmentation
2.3
Relationship Marketing
Module 3: Customer Lifecycle Management
3
3.1
Customer Acquisition
3.2
Customer Retention
3.3
Customer Loyalty and Long-Term Relationships
Module 4: CRM Processes
3
4.1
Marketing Automation
4.2
Sales Force Automation
4.3
Customer Service and Support
Module 5: Customer Data and Analytics
3
5.1
Customer Data Collection
5.2
Data Quality and Privacy
5.3
Using Data for Decision-Making
Module 6: CRM Systems and Technology
3
6.1
Overview of CRM Software
6.2
Types of CRM Systems
6.3
CRM Implementation Challenges
Module 7: CRM and Organizational Integration
3
7.1
Aligning CRM with Business Strategy
7.2
Cross-Functional Collaboration
7.3
Change Management in CRM Implementation
Module 8: Customer Satisfaction and Loyalty
3
8.1
Measuring Customer Satisfaction
8.2
Customer Feedback and Surveys
8.3
Loyalty Programs
Module 9: Ethics, Privacy, and Relationship Management
3
9.1
Ethical Issues in CRM
9.2
Data Protection and Customer Privacy
9.3
Responsible Relationship Management
Module 10: Final Review and Certification
3
10.1
Course Summary
10.2
Practical CRM Case Studies
10.3
Final Assessment and Certification
Final Assessment
1
11.1
Final Exam – Customer Relationship Management (CRM)
30 Questions
Customer Relationship Management (CRM)
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