Customer Relationship Management

What You Will Learn

• 1 Learn the foundations of customer relationship management and its evolution from transaction-focused to relationship-focused models.
• 2 Understand how to collect, store, and analyze customer data to generate actionable insights without violating privacy norms.
• 3 Apply strategic planning frameworks to design CRM initiatives that align with organizational goals and market conditions.
• 4 Develop skills in customer segmentation and targeting using demographic, behavioral, and psychographic criteria.
• 5 Explore customer experience design and journey mapping techniques to identify pain points and improvement opportunities.
• 6 Evaluate CRM technology options including cloud-based platforms, integration patterns, and system selection criteria.
• 7 Implement sales force automation and pipeline management processes to optimize sales productivity and forecast accuracy.
• 8 Design service and support CRM workflows that reduce response times and increase first-contact resolution rates.
• 9 Measure CRM performance using balanced scorecards, KPI dashboards, and ROI calculation methods.
• 10 Examine ethical and legal considerations in CRM including data protection regulations, consent management, and bias mitigation.