Certification in Customer Relationship Management (CRM)

A Customer Relationship Management (CRM) online course is designed to provide individuals with the knowledge and skills needed to effectively manage and enhance relationships with customers. CRM is a critical business strategy that focuses on building and maintaining strong customer relationships to drive customer satisfaction, loyalty, and business growth. Below is a typical course description for an online CRM course:

Course Title: Customer Relationship Management (CRM) Online Course

Course Description:

This Customer Relationship Management (CRM) online course is designed to equip students with the essential concepts, strategies, and tools needed to create, manage, and optimize customer relationships in a digital age. In today's highly competitive business environment, organizations must understand the importance of nurturing long-term customer relationships and delivering exceptional customer experiences.

Course Format:

This online CRM course typically includes video lectures, readings, quizzes, assignments, case studies, and discussions. Participants may also have access to CRM software for hands-on experience.

Prerequisites:

There are typically no specific prerequisites for this course, although a basic understanding of business concepts and marketing principles can be beneficial.

By the end of this CRM online course, students should be equipped with the knowledge and skills needed to effectively implement CRM strategies, leverage customer data, and drive customer-centric growth within their organizations.

Why CRM

Customer Relationship Management (CRM) is a strategic approach that involves managing and nurturing relationships with customers throughout their journey with a business. The CRM process typically consists of several key stages:

· Customer Identification: This is the first step in the CRM process. It involves identifying potential customers and capturing relevant information about them. This information may include contact details, demographics, preferences, and purchase history.

· Customer Acquisition: Once potential customers are identified, the next step is to acquire them as actual customers. This can involve various marketing and sales strategies, such as advertising, lead generation, and sales outreach.

· Customer Onboarding: After acquiring new customers, it's essential to ensure a smooth onboarding process. This includes providing them with the necessary information, training, and support to get started with your products or services.

· Customer Engagement: Engaging with customers is a continuous process. This stage involves building and maintaining relationships by providing value, addressing questions or concerns, and delivering exceptional customer service. It can include personalized marketing, communication, and support.

· Data Collection and Analysis: Throughout the customer journey, data is collected about customer interactions, behaviors, and preferences. This data is then analyzed to gain insights into customer needs, trends, and opportunities for improvement.

· Segmentation: Based on the analysis of customer data, customers are often segmented into different groups or categories. This segmentation helps tailor marketing and communication efforts to specific customer segments, increasing relevance and effectiveness.

· Customer Retention: Retaining existing customers is often more cost-effective than acquiring new ones. CRM focuses on strategies to keep customers satisfied and loyal. This can involve loyalty programs, personalized offers, and ongoing support.

· Cross-Selling and Upselling: CRM strategies also aim to maximize customer value by identifying opportunities to sell additional products or services to existing customers. This can be done by recommending complementary products or upgrades.

· Feedback and Improvement: Gathering feedback from customers is crucial for continuous improvement. This can be done through surveys, reviews, and direct communication. Feedback is used to enhance products, services, and the overall customer experience.

· Measurement and KPIs: Key Performance Indicators (KPIs) are used to assess the effectiveness of CRM efforts. Common KPIs include customer satisfaction scores, customer lifetime value, retention rates, and conversion rates.

· Automation and Technology: Many businesses use CRM software and technology to automate various aspects of the CRM process. This can include email marketing automation, customer support ticketing systems, and data analytics tools.

· Customer Loyalty and Advocacy: In the long term, CRM aims to turn satisfied customers into loyal advocates who promote your brand to others. Building strong customer relationships can lead to referrals and positive word-of-mouth marketing.

· Feedback Loop: The CRM process should be cyclical, with insights from customer interactions feeding back into the process to drive continuous improvement.

Effective CRM requires a holistic and customer-centric approach that involves multiple departments within an organization, including marketing, sales, customer support, and product development. It's about building and maintaining long-lasting relationships that benefit both the customer and the business.

Curriculum of CRM

Introduction

1. CRM

2. Scope of CRM

3. Evaluation of CRM

4. TPA

5. Customer value

CRM Types and Components

6. CRM components

7. Analytical, Collaborative CRM

8. CRM technology components

9. Customer value

10. CSV

Customer and Consumer

11. Customer Profitability

12. Consumer complaints

13. Customer retention ,acquisition, expectation

Contd..

14. Negative and Positive retention

Different Processes and Methods

15. Closed loop marketing

16. 360 marketing

17. Hierarchical methods

18. Decision trees

Decision trees contd

19. Cross selling and up selling

20. Customer relationship technology

21. Front office management

22. Job analysis and job description

23. The art of supervising

ECRM and ERP

24. Ecrm

25. Challenges of Ecrm

26. Key CRM features

27. ERP and CRM

28. SCM and CRM

29. Barriers to internet adoption

Customer Profiling

30. Managing customer relationship

31. Email marketing data

32. Social media

33. Customer experience management

34. Customer experience

35. Customer profile

36. STP

37. Repositioning

38. Delivering customer offer

Strategy and Framework

39. CRM strategy

40. Customer system life cycle

41. Building blocks of CRM

42. CRM measurement

43. Balanced score

44. Customer privacy

45. Privacy

46. Need for legislation

Data Management

47. Data protection and verification

Data protection and verification contd

48. Data collection

49. Data Processing

50. Data storage

51. Privacy a global approach

52. Markets in privacy

53. Data banks

54. Personal information

Automation

55. Critical success factors

56. Sales automation

57. Benefits of Sales force automation

• Case Study

• Different CRM software and details

• Step by step detailed process to Implement CRM

• Templates and Formats used in CRM