CRM-2 ISBN: 978-1-64459-107-9
Customer Relationship Management
Fastrack your career with the best CRM course and learn to create the most effective strategies for building strong customer relationships.
What you will be able to do
- Understanding the fundamentals and lifecycle of CRM
- Managing customer relationships, retention and growth
- Analyzing data for insightful solutions
- Knowledge of the evolving data management landscape
- Managing sales, forecasting and lead generation
- Understanding upcoming CRM trends, challenges and opportunities
- Resolving customer issues and improving satisfaction
- Developing CRM strategies to meet the business needs
Beginner Self-paced · 1 year access 5.0/5 (207 Reviews)
62 Hands-On LiveLabs
Practice real IT tasks in guided environments.
- Real environments
- Auto-graded
- No installation
01 / About
About This Course
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No credit card required
This Customer Relationship Management training course is especially designed to equip you with the skill sets needed to retain customers, boost sales, and strengthen the business. Most successful businesses thrive on the benefits of CRM implications that include improved customer satisfaction and experiences. This Customer Relationship Management training course covers the fundamentals of the CRM lifecycle, through customer acquisition, retention, and growth. Explore the key topics like lead management, opportunity management, and sales forecasting in detail. Discover the CRM technologies and tools, and their integration into operations and data management. Grasp the learnings from compliance regulations, industry best-practices and the ethical use of CRM software training.
02 / Lessons & labs
See exactly what you will learn and practice
Lessons
14 Interactive Lessons · 134 topics01 Introduction to Customer Relationship Management 9 topics · 10 LiveLab +
- Definition of CRM and CRM Applications
- The Purpose and Benefits of CRM
- The Tangible Components of CRM
- Customer Service and the Customer Engagement Center
- Important Business Constructs Related to CRM
- Who Uses CRM and Why?
- Summary
- Questions
- Exercises
10 LiveLab in this lesson — see the labs panel →
02 The History and Development of CRM 10 topics · 6 LiveLab +
- The Origins of CRM
- CRM: Why Now?
- Organizations’ Experiences with CRM
- Implementing CRM and Overcoming Barriers
- Developing CRM from a Tactical Perspective
- Customer Engagement and Customer Experience Management
- Extending the Meaning and Application of CRM
- Summary
- Questions
- Exercises
6 LiveLab in this lesson — see the labs panel →
03 Relationship Marketing and CRM 11 topics · 5 LiveLab +
- The Roots of Relationship Marketing
- Relationship Marketing and Its Domain: Why Relationship Marketing Works!
- Relationship Marketing as a Paradigm Shift
- When Relationship Marketing Is Most Applicable
- Relationship Marketing and the Characteristics of a Relationship
- Relationship Marketing and CRM: What Is Customer Relationship Management?
- The Impact of CRM
- Reorganizing Marketing to Maximize the Benefits of CRM
- Summary
- Questions
- Exercises
5 LiveLab in this lesson — see the labs panel →
04 Organization and CRM 8 topics · 2 LiveLab +
- Introduction
- The Human Factor
- Organization Environment
- Value Chain Organization
- Other Considerations
- Summary
- Questions
- Exercises
2 LiveLab in this lesson — see the labs panel →
05 CRM and Data Management 11 topics · 4 LiveLab +
- Introduction
- Managing Customer Interactions
- The Customer Integration Problem
- Customer Data Integration Definition and Requirements
- Householding Concepts
- Customer Data Integration Steps
- The Evolving Data Management Landscape
- Summary
- Questions
- Exercises
- Appendix
4 LiveLab in this lesson — see the labs panel →
06 Technology and Data Platforms 7 topics · 4 LiveLab +
- Introduction
- Technology Evolution
- Marketing Technology Development Path
- CRM and Related Technology Providers
- Summary
- Questions
- Exercises
4 LiveLab in this lesson — see the labs panel →
07 Database and Customer Data Development 10 topics · 4 LiveLab +
- Introduction
- Data Defined
- Data Capture and Allocation
- Data Transformation
- Business Intelligence (BI) and Business Analytics (BA)
- Enabling CRM
- Summary
- Questions
- Exercises
- Appendix A
4 LiveLab in this lesson — see the labs panel →
08 Business-to-Business CRM 10 topics · 6 LiveLab +
- Introduction
- Business-to-Business Characteristics Relative to CRM
- Value Delivery Networks
- Building the Relationship—Sales and CRM
- Partner Relationship Management (PRM)
- Business Partner Associations
- Other CRM Strategy Considerations
- Summary
- Questions
- Exercises
6 LiveLab in this lesson — see the labs panel →
09 Understanding the Customer–Company Profit...n: Satisfaction, Loyalty, Retention, and Profits 12 topics · 5 LiveLab +
- Key Constructs in the Customer–Company Profit Chain
- Service Quality and Customer Satisfaction
- Customer Satisfaction: Much Ado about Nothing?
- Customer Loyalty
- Retention
- Satisfaction and Loyalty Factors
- The Relationship between Satisfaction and Loyalty
- The Relationship between Customer Loyalty and Company Profitability
- Loyalty/Rewards/Frequency Programs
- Summary
- Questions
- Exercises
5 LiveLab in this lesson — see the labs panel →
10 The CRM Strategy Cycle: Acquisition, Retention, and Win-Back 5 topics · 3 LiveLab +
- The CRM Strategy Cycle
- Is CRM for Everyone?
- Summary
- Questions
- Exercises
3 LiveLab in this lesson — see the labs panel →
11 Privacy and Ethics Considerations 12 topics · 5 LiveLab +
- Introduction
- Consumer Privacy Concerns
- Organization Privacy Concerns
- Current/Pending Privacy Legislation
- What Consumers Can Do
- What Organizations Can Do
- Global Issues
- New Technology Implications
- Other Resources
- Summary
- Questions
- Exercises
5 LiveLab in this lesson — see the labs panel →
12 CRM Program Measurement and Tools 12 topics · 3 LiveLab +
- Introduction
- Areas Requiring Measurement
- Basic Measures
- CRM Customer Cycle Measures
- Company 3E Measures
- Customer Value and Customer Equity Measures
- Marketing Research
- CRM Scorecards and the CRM Measurement Hierarchy
- Summary
- Questions
- Exercises
- Appendix
3 LiveLab in this lesson — see the labs panel →
13 Social Networking and CRM 9 topics · 4 LiveLab +
- Introduction
- Social Networking and the Most Popular Sites
- Why Companies Must Use Social Media
- Why Social Media Works
- Social Networking in China and the United States
- How and Why Marketers Should Use Social Networks in CRM
- Summary
- Questions
- Exercises
4 LiveLab in this lesson — see the labs panel →
14 CRM Trends, Challenges, and Opportunities 8 topics · 2 LiveLab +
- Introduction
- Organizational Environment and CRM
- Trends in Current Technology
- Emerging Trends and Technologies
- Dynamic CRM: Transitioning for the Future
- Summary
- Questions
- Exercises
2 LiveLab in this lesson — see the labs panel →
Hands-On Labs Our edge
62 LiveLabs- Defining CRM
- Understanding CRM and its applications
- Understanding CRM purposes and benefits
- Understanding term related to CRM tangible components
- Identifying SMS applications
- Understanding CRM tangible components
- Understanding CRM terminologies
- Identifying customer service areas
- Identifying CRM business constructs
- Developing and purchasing CRM systems
- Understanding terms related to the origins of CRM
- Understanding CRM implementation
- Understanding the timeline of CRM activities
- Understanding the types of CRM
- Understanding CEM
- Identifying quality attributes
- Describing relationship marketing
- Understanding activities related to relationship marketing
- Understanding extended product model
- Identifying the customers types
- Understanding relationship marketing and CRM
- Understanding the CRM project change management
- Managing business information throughout an organization
- Understanding the customer integration problem
- Configuring customer data integration
- Understanding the record linkage method
- Understanding technologies
- Understanding marketing technology
- Understanding cloud types
- Understanding service models
- Understanding CRM technology providers
- Understanding categories of data
- Understanding data transformation
- Understanding support system
- Understanding business analytical methodologies
- Understanding relationship management
- Understanding B2B and B2C
- Understanding product/service value delivery network
- Understanding the relationship between sales and CRM
- Understanding VARs
- Identifying CRM strategy terminologies
- Understanding customer-company profit chain
- Understanding the bond between customer and company
- Understanding types of loyalty
- Understanding loyalist categories
- Understanding programs
- Understanding the retention strategies
- Understanding bonds
- Understanding models
- Understanding text message spam
- Understanding consumer action
- Configuring strategic steps for managing privacy issues
- Understanding privacy management practices
- Identifying organizational resources
- Identifying service quality factors
- Understanding CRM customer cycle measures
- Understanding customer equity components
- Describing social networking sites
- Understanding concepts of social media
- Understanding customer retention strategies
- Understanding social networking reasons
- Understanding marketing application life cycles
- Understanding technologies
Labs run in your browser — nothing to install.
03 / FAQs
Questions before you start
Who will benefit from this online course?+
Those pursuing a degree in Business Management or those interested in customer centric roles like sales & marketing professionals, business analysts, customer service representatives, entrepreneurs and small business owners will benefit from this CRM course.
What is Customer Relationship Management, CRM?+
In simple words, it is the process of developing customer retention strategies imperative for business growth and development.
What are the most important pillars of CRM?+
For creating successful CRM strategies, these are the four most important aspects you need to consider - system, culture, people, and expectations.
What are the software tools used in CRM?+
Salesforce, Agile, Hubspot, Zoho, Aptivo, Honeybook, Nimble, Zendeck, Freshsales, and Bitrix are some of the most popular software tools used in CRM.
Why do small businesses need CRM?+
Any business, big or small, needs CRM to align their customer requirements and business needs with the dynamics of their workplace. Effective CRM strategies ensure exponential business growth and development.
Generate Sales, Loyalty, and Business
Learn from the best CRM training for exponential business development and growth.
- 1 year of full access
- 62 LiveLab included
- Certificate of completion
No credit card required