Customer Relationship Management - Introductory Course

This course is about the practical attributes of customer relationship management

What you'll learn
You will gain an insight into the definition of CRM and the experts will break down this definition into easy components for you
you will be able to analyze its applicability in the real industry as well.
The experts will narrate the history associated with CRM and what all developments took place after it first came into usage.
An understanding will be developed about how the customer relationship matrix works and what are its uses.
Requirements
The course is designed in such a manner that anyone who has the desire to learn about customer relationship management can get enrolled for this course. Therefore, there are no specific pre-requisites for this course.
Description
The course is aimed to enhance your knowledge and understanding of various concepts relating to customer relationship management. Through this course, learners are expected to gain an insight into the history of CRM and its involvement as well as development and executive of an idle CRM strategy for building a strong customer basis and retaining them with the help of customer satisfaction.The learning objective of this course is to help the learners understand how customer relationship management works in different organizations. The learners will get to know various CRM strategies that are deployed by the organizations and how they select the strategy suited to them. The course comes with two case studies to give a better insight of how CRM strategies are selected and executed in the practical scenario.This course is an intermediate level course that will introduce you to the elementary and some practical concepts of customer relationship management. You will learn the following through this course:You will gain an insight into the definition of CRM and the experts will break down this definition into easy components for you to understand the definition in totality without much difficulty. After you have understood what it is all about you will be able to analyze its applicability in the real industry as well.The experts will narrate the history associated with CRM and what all developments took place after it first came into usage. You will get to know how CRM evolved over the years.An understanding will be developed about how the customer relationship matrix works and what are its uses.You will go through the specific concepts related to specific types of CRM namely strategic CRM, operations CRM, and management CRM.By the end of the course, you will learn about the benefits offered by the CRM process.

Overview

Section 1: Introduction

Lecture 1 Introduction to CRM

Lecture 2 CRM Defination

Lecture 3 Historical Chronology

Lecture 4 Complements Recorded

Section 2: Customer Relationships Matrix

Lecture 5 Matrix Complements

Lecture 6 CRMC Introduction

Lecture 7 CRMC Introduction Continue

Lecture 8 CRMC Relationships

Lecture 9 CRMC Relationships Continue

Lecture 10 Customer LCM

Lecture 11 Customer Acquisition

Lecture 12 Customer Retention

Lecture 13 Customer Retention Continue

Section 3: Strategic CRM

Lecture 14 Strategic CRM Complements

Lecture 15 Customer Strategic Portfolio Management Part 1

Lecture 16 Customer Strategic Portfolio Management Part 2

Lecture 17 Customer Strategic Portfolio Management Part 3

Lecture 18 SCRM Customer Value Experience Part 1

Lecture 19 SCRM Customer Value Experience Part 2

Lecture 20 SCRM Customer Value Experience Part 3

Lecture 21 Customer Experience Management

Lecture 22 Customer Experience Management Continue

Section 4: Operations CRM

Lecture 23 Operations CRM Complements

Lecture 24 OCRM Sales Force Automation

Lecture 25 OCRM Sales Force Automation Continue

Lecture 26 OCRM Marketing Automation

Lecture 27 OCRM Marketing Automation Continue

Lecture 28 OCRM Service Automation

Lecture 29 OCRM Service Automation Continue

Section 5: Management ACRM

Lecture 30 ACRM Complements

Lecture 31 ACRM Customer Related Database

Section 6: CRM Benefits

Lecture 32 CRM Benefits Complements

Lecture 33 Success Planning

The course can be opted for by the following audiences: Students keen on learning the subject Scholars in customer relationship management, marketing, sales, management, commercial, and finance stream Persons working as an industry, business, and functional analysts. Chartered Accountants, CFAs and, other professionals relating to functions such as customer relationship management, digital marketing, marketing, corporate strategy, operations, sales, business development Business owners who want to acquire the skills of customer management.