Professional Diploma in Customer Relationship Management CRM
What you'll learn
- Business Principles of Customer Relationship Management
- Multichannel Sales, Service, Marketing and Business Management
- Business principles of implementation of oCRM tools (Microsoft Dynamics 365 (CRM), Oracle Siebel CRM, Salesforce)
- Sales Management
- Service and claims Management
- Cross-sale and up-sale
- Digital Channels building
- Examples from Consumer Lending, Mortgage and other produc-lines of Retail Business
Requirements
- For a better learning experience, we suggest you to use a laptop / mobile phone / pen and paper for taking notes, highlighting important points, and making summaries to reinforce your learning.
Description
Welcome to course: Professional Diploma in Customer Relationship Management CRM by MTF Institute
Course provided by MTF Institute of Management, Technology and Finance
MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.
MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.
MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.
MTF is present in 208 countries and has been chosen by more than 380,000 students.
CRM stands for Customer Relationship Management. It refers to the strategies, technologies, and practices that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and sales growth.
Learning about CRM is important for companies and managers for several reasons:
Customer Satisfaction: CRM helps companies better understand their customers' needs, preferences, and behaviors. By analyzing customer data, companies can personalize their interactions, anticipate customer needs, and provide better service, leading to increased customer satisfaction and loyalty.
Sales and Marketing: CRM systems enable companies to track sales leads, manage marketing campaigns, and identify potential opportunities for cross-selling and upselling. By centralizing customer data and communication channels, CRM helps sales and marketing teams work more efficiently and effectively.
Data-Driven Decision Making: CRM provides valuable insights into customer trends, buying patterns, and sales performance. Managers can use this data to make informed decisions about product development, pricing strategies, and resource allocation.
Improved Communication and Collaboration: CRM systems facilitate communication and collaboration among different departments within an organization, such as sales, marketing, customer service, and finance. By sharing customer information and interactions, teams can work together to provide a seamless and cohesive experience for customers.
Competitive Advantage: Providing exceptional customer experiences is essential for standing out from the competition. Companies that invest in CRM and focus on building strong relationships with their customers are more likely to retain customers, attract new ones, and outperform their competitors.
Developing skills in CRM can support the building of a career in several ways:
Specialization: As CRM becomes increasingly important for businesses, there is a growing demand for professionals with expertise in CRM systems and strategies. By developing skills in CRM, individuals can specialize in this field and pursue career opportunities in sales, marketing, customer service, or CRM consulting.
Career Advancement: Proficiency in CRM can open up opportunities for career advancement, as companies value employees who can effectively manage customer relationships and drive business growth. Individuals with strong CRM skills may be considered for leadership roles or higher-level positions within their organizations.
Flexibility: CRM skills are transferable across industries and sectors, allowing individuals to explore diverse career paths. Whether working in retail, finance, healthcare, or technology, professionals with CRM expertise can apply their skills to improve customer relationships and drive business success.
Entrepreneurship: For individuals interested in starting their own businesses or consulting practices, CRM skills can be highly valuable. By helping other companies implement CRM systems and strategies, entrepreneurs can build a successful career as CRM consultants or specialists.
In summary, learning about CRM is important for companies and managers because it enhances customer satisfaction, drives sales and marketing efforts, facilitates data-driven decision making, improves communication and collaboration, and provides a competitive advantage. Developing skills in CRM can support the building of a career by enabling specialization, career advancement, flexibility, and opportunities for entrepreneurship.
Who this course is for:
- Course will be interesting to anybody who want to know business cases and business environment of usage of CRM systems.
- CRM stands for Customer Relationship Management. It refers to the strategies, technologies, and practices that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and sales growth.
- earning about CRM is important for companies and managers for several reasons: Customer Satisfaction: CRM helps companies better understand their customers' needs, preferences, and behaviors. By analyzing customer data, companies can personalize their interactions, anticipate customer needs, and provide better service, leading to increased customer satisfaction and loyalty. Sales and Marketing: CRM systems enable companies to track sales leads, manage marketing campaigns, and identify potential opportunities for cross-selling and upselling. By centralizing customer data and communication channels, CRM helps sales and marketing teams work more efficiently and effectively. Data-Driven Decision Making: CRM provides valuable insights into customer trends, buying patterns, and sales performance. Managers can use this data to make informed decisions about product development, pricing strategies, and resource allocation. Improved Communication and Collaboration: CRM systems facilitate communication and collaboration among different departments within an organization, such as sales, marketing, customer service, and finance. By sharing customer information and interactions, teams can work together to provide a seamless and cohesive experience for customers. Competitive Advantage: Providing exceptional customer experiences is essential for standing out from the competition. Companies that invest in CRM and focus on building strong relationships with their customers are more likely to retain customers, attract new ones, and outperform their competitors.
- Developing skills in CRM can support the building of a career in several ways: Specialization: As CRM becomes increasingly important for businesses, there is a growing demand for professionals with expertise in CRM systems and strategies. By developing skills in CRM, individuals can specialize in this field and pursue career opportunities in sales, marketing, customer service, or CRM consulting. Career Advancement: Proficiency in CRM can open up opportunities for career advancement, as companies value employees who can effectively manage customer relationships and drive business growth. Individuals with strong CRM skills may be considered for leadership roles or higher-level positions within their organizations. Flexibility: CRM skills are transferable across industries and sectors, allowing individuals to explore diverse career paths. Whether working in retail, finance, healthcare, or technology, professionals with CRM expertise can apply their skills to improve customer relationships and drive business success. Entrepreneurship: For individuals interested in starting their own businesses or consulting practices, CRM skills can be highly valuable. By helping other companies implement CRM systems and strategies, entrepreneurs can build a successful career as CRM consultants or specialists.
- In summary, learning about CRM is important for companies and managers because it enhances customer satisfaction, drives sales and marketing efforts, facilitates data-driven decision making, improves communication and collaboration, and provides a competitive advantage. Developing skills in CRM can support the building of a career by enabling specialization, career advancement, flexibility, and opportunities for entrepreneurship.
Instructor
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MTF Institute of Management, Technology & Finance
MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.
MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.
MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.
MTF is present in 216 countries and has been chosen by more than 710 000 students.
The Institute of Management, Technology and Finance (MTF), an organisation dedicated to providing practical and cutting-edge education in the fields of business, technology, and finance. Our institute has a history that began in 2021 as The Retail Banking School, focused on addressing the practical and modern challenges of the retail banking industry, finance, and fintech. However, recognizing the evolving needs of the business world, we underwent a transformative redevelopment in 2023, becoming the Institute of Management, Technology and Finance. This redevelopment enabled us to expand our focus and cater to the growing demand for expertise in IT, technology areas, business, and entrepreneurship.
Our Motto: Scientia et Pratique. At MTF, we pride ourselves on our strong commitment to practical business knowledge. We understand that success in the modern professional landscape requires not only theoretical understanding but also the ability to apply that knowledge in real-world scenarios. Our curriculum is designed to empower our students with the necessary skills, tools, and mindset to excel in their chosen fields. Through hands-on projects, case studies, and experiential learning, we ensure that our students gain the practical expertise needed to thrive in today's dynamic business environment.
We believe in fostering the growth and development of our students on multiple levels. Beyond imparting technical knowledge, we place great emphasis on nurturing a growth mindset, enabling our students to embrace challenges, adapt to changes, and continuously evolve in their careers. We support the development of our students' skillset by providing access to state-of-the-art resources, cutting-edge technologies, and industry-relevant tools. By doing so, we prepare our students to become agile professionals capable of navigating the complexities of the business world.
At MTF, our mission is to provide valuable knowledge that supports the building of successful careers and businesses. We are dedicated to equipping our students with the skills, insights, and practical know-how they need to make a positive impact in their professional endeavors. We strive to foster a learning environment that promotes innovation, creativity, and ethical decision-making. Our values revolve around excellence, integrity, collaboration, and a student-centric approach. We are committed to empowering our students to become industry leaders and change-makers.
We understand that learning is a lifelong journey, and we recognize the importance of continuous professional development. The business landscape is ever-evolving, and staying ahead requires a commitment to learning and staying updated with the latest trends and advancements. As an institute, we are dedicated to being a provider of valuable knowledge and skills that can help professionals thrive in their respective industries. Through our rigorous curriculum, ongoing research, and partnerships with industry leaders, we strive to ensure that our students receive the highest quality education that prepares them for the challenges and opportunities of the future.
Join us at the Institute of Management, Technology and Finance and embark on a transformative educational journey. Discover your potential, unlock new opportunities, and become a catalyst for change in the dynamic world of business, technology, and finance.
MTF in numbers:
> 4 000 000 students of all programs
> 710 000 unique students
digital presence at 216 countries
our students speak at English & 68 other languages