CRM: Customer Relationship Management

Name: CRM: Customer Relationship Management
Rating: 4.2 (69 reviews)

CRM, Relationship Management, Customer Lifecycle, Marketing Automation, Salesforce Automation, Service Automation

Created byDr Yousaf Siddiqui

Last updated 5/2024

English

What you'll learn

Understand the significance of Customer Relationship Management (CRM) and its role in modern business environments.
Identify and analyze the various stages of the Customer Life Cycle: Customer Acquisition, Customer Retention, and Customer Development.
Explore the tools, techniques, and functionalities of CRM systems, including Marketing Automation, Salesforce Automation, and Service Automation.
Develop proficiency in utilizing CRM tools to streamline processes, automate tasks, and optimize customer interactions.
Assess the impact of CRM on business growth and profitability.

Course content

7 sections • 101 lectures • 2h 47m total length

What is CRM?3:18
Types of CRM2:20
Strategic goals of CRM3:14
Benefits from CRM2:08
Assignment No. 1

What is customer Lifecycle? and what are the stages of Customer Lifecycle?3:44
Key Customer Acquistion Questions and Types of New Customers2:17
Sources of B2B and B2C Prospects4:22
Operational CRM tools and CRM Analytics that help customer acquisition4:32
Explore how operational CRM tools, including campaign management, lead management, and event-based marketing, drive customer acquisition, while CRM analytics guide targeting, timing, and channels.
Quiz 2

Generic goals of customer retention and development1:25
What is customer retention? and which customers to Retain?2:25
What are Strategies for retaining customers?1:46
What is customer delight? and How to Delite Customers?2:16
What is Customer engagement and How to Build Customer Engagement?2:40
Two main strategies for customer development0:56
CRM technologies used for customer Retention and Development1:55
Quiz 3
Quiz 4

What is Marketing Automation?1:19
Benefits from Marketing Automation5:53
Functionalities offered by Marketing Automation Software9:14
Campaign Management3:30
Direct Mail Campaign Management1:13
E-Mail Campaign Management1:49
Event Based Marketing1:20
Trigger Marketing0:42
Marketing Optimization1:01
Discover how CRM marketing optimization uses automation to set goals and constraints. It determines which customer gets which offer through which channel to maximize profit.
Tele Marketing1:39
Lead Generation1:13
Online Marketing0:56
Content Management1:00
Keywords Marketing1:04
Marketing Performance Management0:49
Explore how marketing performance management (MPM) software measures marketing performance through analysis and reports, enabling closed loop marketing to improve customer outcomes and meet senior management accountability for expenditures.
Search Engine Optimization1:03
Social Media Marketing2:07
Digital Analytics1:36
Integrated Marketing Management0:36
Marketing Performance Management1:03
Marketing Resource Management1:25
Loyalty Management1:17
Partner Management0:51
Market Segmentation0:51
Segment markets into homogeneous subsets to tailor marketing opportunities, using demographic segments, geography, psychographic segments, and behavioral segments to reach and target the right audience through marketing automation.
Customer Segmentation and Selection0:54
Product Lifecycle Management1:00
Explore how product lifecycle management integrates with CRM to manage lifecycle stages profitably, enabling collaboration across engineering, design, feasibility, and launch, and guiding informed decisions at every stage.
Asset Management0:34
Document Management0:38
Marketing Analytics0:48
Marketing analytics extends marketing automation, enabling marketers to perform analysis and make calculated decisions using mathematical and statistical processes for description, exploration, and explanation of data.
Data Mining1:07
Workflow Development1:14
Quiz 5

What is Salesforce Automation?1:11
Benefits of SFA and Benefits for SFA Stakeholders1:41
Explore the benefits of Salesforce automation (SFA) for all stakeholders—salespeople, sales managers, and senior management—driving shorter sales cycles, higher win rates, improved reporting, and greater visibility into the sales pipeline.
Functionalities offered by SFA Software4:40
Account Management1:04
Activity Management1:02
Contact Management1:10
Contract Management1:03
Document Management1:13
Enable sales force automation with document management, keeping brochures, catalogs, product specifications, manuals, and price lists up to date and instantly accessible for reps and managers.
Event Management1:01
Incentive Management1:10
Lead Management1:26
Opportunity Management0:48
Order Management0:51
Pipeline Management0:54
Product Encyclopedia0:55
Product Configuration0:45
Product Visualization1:02
Proposal Generation1:07
Quotation Management0:56
Sales Forecasting0:44
Learn to forecast sales, revenues, and close rates using qualitative and quantitative processes in sales force automation to estimate the probability of closing deals with stocks and pricing.
Sales Management Reporting1:32
Territory Management1:57
Workflow Development0:50
When SFA will Enhance Performance?3:04
Quiz 6
Quiz 7

What is Customer Service and What is Service Automation?1:55
Where is Service Automation Deployed?1:53
Benefits from Service Automation2:04
Functionalities offered by SA Software10:43
Activity Management0:41
Agent Management0:58
Case Assignment0:49
Case Management1:05
Contract Management0:56
Customer Communications Management1:03
Customer Self-Service1:33
Email Response Management Systems0:45
Escalation0:59
Inbound communications (or call) management1:12
Enable inbound communication management with a unified queue, content recognition, intelligent routing, and knowledge-based integration across voice, email, fax, SMS, and web forms from ring to resolution.
IVR0:30
Invoicing0:54
Job Management0:45
Knowledge-base Self-Service0:50
Mapping and Driving Directions0:43
Outbound Communications Management0:50
Predictive Dialing1:23
Queuing and Routing1:01
Scheduling0:52
Scripting0:29
Service Analytics1:08
Service Level Management0:41
Spare Parts Management0:52
Learn how spare parts management enables field technicians to view inventory levels, communicate exact timelines to customers, and improve satisfaction by delivering timely service.
Voice Biometrics (Voice Recognition)0:50
Web Collaboration0:38
Workflow Development1:06
Quiz 8

Requirements

No requirements or prerequisites

Description

The Customer Relationship Management (CRM) course provides a thorough understanding of managing customer relationships at each stage of the Customer Life Cycle: Customer Acquisition, Customer Retention, and Customer Development. Delve into the intricate functionalities of CRM, including Marketing Automation, Salesforce Automation, and Service Automation, as you discover how these tools can revolutionize your approach to customer interactions. You will master the art of utilizing CRM platforms to streamline processes, automate workflows, and deliver unparalleled customer experiences.

Throughout the course, participants will explore strategies and best practices for effectively acquiring new customers, nurturing existing relationships to enhance retention rates, and fostering the development of long-term customer loyalty. They will gain insights into leveraging CRM systems to streamline processes, automate tasks, and optimize customer interactions across various touchpoints.

By the end of the course, participants will emerge as proficient CRM practitioners equipped with the knowledge, skills, and confidence to navigate complex customer relationships with ease. Whether you're a student or seasoned marketing professional seeking to refine your approach, a sales executive aiming to maximize revenue opportunities, or an aspiring entrepreneur looking to build a loyal customer base, this course offers a transformative learning experience that will propel your career and business forward in today's competitive marketplace.

Who this course is for:

Students who would like to learn the tools, techniques, and functionalities of Customer Relationship Management
Professionals aspiring to fortify their competencies for upcoming marketing, leadership, or CRM positions.

CRM: Customer Relationship Management

What you'll learn

Explore related topics

Course content

Introduction to CRM4 lectures • 11min

Understanding Customer Journey for enhanced Relationship Management1 lecture • 4min

Customer Lifecycle: Customer Acquisition4 lectures • 15min

Customer Lifecycle: Customer Retention and Development7 lectures • 13min

CRM: Marketing Automation (MA)31 lectures • 50min

CRM: Salesforce Automation (SFA)24 lectures • 32min

CRM: Service Automation (SA)30 lectures • 40min

Requirements

Description

Who this course is for: