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Customer Relationship Management

3.8 Filled star Filled star Filled star Half star Empty star
Based on 9 ratings
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Shainesh G

Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.

Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.

Read more

Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.

Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.

In this course, you will learn how to shift from a short-term customer transaction based mode of operation to a long-term relationship mode and understand the benefits of having strong customer relations.

Topics covered include:

  • Customer retention
  • Customer centricity
  • Customer lifetime value
  • Customer value management
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What's inside

Learning objectives

  • The meaning and application of crm
  • Benefits of crm to companies and consumers
  • How to implement crm best practices
  • The importance of bonding and building loyalty with customers
  • How to build long term customer realtionships

Syllabus

Week 1 : Introduction to CRMMeaning and definition of CRM, benefits of CRM, why should businesses adopt CRM
Week 2 : Building Customer RelationshipsThe why’s and how’s of building relationships with customers.
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Traffic lights

Read about what's good
what should give you pause
and possible dealbreakers
Explores the benefits and applications of CRM in various industries
Examines the shift from transactional to relational customer interactions, emphasizing the importance of building long-term relationships
Equips learners with practical knowledge and best practices for successful CRM implementation
Builds a strong foundation in CRM concepts, principles, and strategies
Taught by experienced industry professionals who provide real-world insights and examples
May be less suitable for beginners who lack a basic understanding of business and marketing concepts

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Create your own learning path. Save this course to your list so you can find it easily later.
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Reviews summary

Comprehensive introduction to crm fundamentals

According to learners, this course from IIM Bangalore provides a solid foundation in the core concepts of Customer Relationship Management. Students appreciate the clear explanations of topics like customer lifetime value, customer centricity, and the economics of building relationships. The structured weekly syllabus is seen as logical and easy to follow. While many find it an excellent starting point for understanding the 'why' and strategic aspects of CRM, some suggest it is primarily theoretical and could benefit from more practical application or discussion of specific CRM technologies.
Weekly modules are logical and easy to follow.
"The course structure, broken down by week, was very logical and easy to follow."
"Liked how the topics built upon each other week by week."
"The syllabus covers all the essential areas in a well-organized manner."
"Modules were bite-sized and focused, making it easy to manage."
Key concepts like LTV are well explained.
"Understanding Customer Lifetime Value and customer profitability was made very clear."
"The explanations of customer centricity and value management were particularly insightful."
"Complex ideas are broken down into manageable parts."
"I finally feel I grasp the economics behind customer relationships thanks to this course."
Highly suitable for newcomers to CRM.
"As someone completely new to CRM, I found this course to be the perfect introduction."
"Great for beginners or those needing a refresher on CRM fundamentals."
"The concepts are explained in a way that is accessible even without prior business background."
"Highly recommended as a starting point before diving into more complex topics or tools."
Provides strong base in core CRM concepts.
"This course offers a very solid foundation in the principles of Customer Relationship Management."
"I gained a strong baseline understanding of customer centricity, LTV, and why CRM is crucial."
"It lays out the key concepts clearly and gives a good overview of the subject matter."
"Excellent course for getting introduced to the basics of CRM."
Focuses more on theory than hands-on tools.
"The course is very theoretical, focusing on concepts rather than practical application of CRM tools."
"While the strategy is covered well, I wished there was more discussion on specific CRM software like Salesforce or HubSpot."
"Good for understanding the business 'why' but not so much the technical 'how' of implementing CRM systems."
"Felt a bit academic at times; more real-world case studies or demos would enhance it."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Customer Relationship Management with these activities:
Organize and review the course materials and resources
Help you stay organized and prepare for assessments
Show steps
  • Create a system for organizing course notes, readings, and assignments
  • Review the course materials regularly to reinforce your understanding
  • Use the organized materials to study for exams and complete assignments
Follow online tutorials on CRM software and best practices
Help you stay up-to-date on the latest developments in CRM technology and techniques
Browse courses on Customer Relationship Management
Show steps
  • Search for reputable CRM tutorials
  • Follow the tutorials and complete the exercises
  • Use the knowledge gained from the tutorials to improve your CRM skills
Review Marketing Concepts
Reinforce foundational concepts related to customer engagement and value maximization
Browse courses on Customer Lifetime Value
Show steps
  • Revisit key concepts from previous marketing courses
  • Review industry articles and case studies
Three other activities
Expand to see all activities and additional details
Show all six activities
Join or create a study group to discuss CRM concepts and real-world applications
Provide a supportive environment for learning and sharing knowledge
Browse courses on Customer Relationship Management
Show steps
  • Find or create a study group
  • Meet regularly to discuss course material, case studies, and industry trends
  • Work together on projects and assignments
Conduct role-playing exercises to simulate customer interactions
Help you develop strong communication and problem-solving skills
Browse courses on Customer Relationship Management
Show steps
  • Prepare common customer scenarios and responses
  • Pair up with classmates and take turns playing the roles of customer and CRM representative
  • Record and review the role-playing sessions to identify areas for improvement
Find a mentor experienced in enterprise CRM
Help you understand the industry-specific nuances of CRM
Show steps
  • Research potential mentors with experience in enterprise CRM
  • Reach out to potential mentors and schedule meetings
  • Build a relationship with your mentor and seek their guidance on CRM best practices

Career center

Learners who complete Customer Relationship Management will develop knowledge and skills that may be useful to these careers:
Customer Relationship Manager
Customer Relationship Managers work to develop and maintain relationships with their company's customers, building loyalty and ensuring long-term profitability for the business. This course would be a great fit for this role, as it provides a strong foundation in the principles of Customer Relationship Management (CRM), including customer retention, customer-centricity, and customer lifetime value. Additionally, the course covers the importance of building and maintaining strong customer relationships, which is essential for success in this role.
See salaries and explore the career path for Customer Relationship Manager
Marketing Manager
Marketing Managers are responsible for developing and implementing marketing strategies that attract and retain customers. This course would be a valuable asset for Marketing Managers, as it provides a comprehensive overview of CRM best practices that can be used to improve customer engagement and drive growth. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Marketing Manager
Sales Manager
Sales Managers are responsible for leading and motivating sales teams to achieve revenue targets. This course would be beneficial for Sales Managers, as it provides insights into the principles of CRM that can be used to improve sales performance. Additionally, the course covers topics such as customer relationship management and sales forecasting, which are essential for success in this role.
See salaries and explore the career path for Sales Manager
Business Development Manager
Business Development Managers are responsible for identifying and developing new business opportunities for their company. This course would be a great fit for Business Development Managers, as it provides a strong foundation in the principles of CRM that can be used to build relationships with potential customers and drive growth. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Business Development Manager
Account Manager
Account Managers are responsible for managing and developing relationships with existing customers. This course would be a great fit for Account Managers, as it provides a strong foundation in the principles of CRM that can be used to build and maintain strong customer relationships. Additionally, the course covers topics such as customer relationship management and sales forecasting, which are essential for success in this role.
See salaries and explore the career path for Account Manager
Product Manager
Product Managers are responsible for developing and managing products that meet the needs of customers. This course would be a valuable asset for Product Managers, as it provides insights into the principles of CRM that can be used to improve product development and marketing. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Product Manager
Customer Success Manager
Customer Success Managers are responsible for ensuring that customers are successful in using their company's products or services. This course would be a great fit for Customer Success Managers, as it provides a strong foundation in the principles of CRM that can be used to build and maintain strong customer relationships. Additionally, the course covers topics such as customer relationship management and sales forecasting, which are essential for success in this role.
See salaries and explore the career path for Customer Success Manager
Consultant
Consultants provide advice and guidance to businesses on a variety of topics, including CRM. This course would be a valuable asset for Consultants, as it provides a comprehensive overview of CRM best practices that can be used to help clients improve customer engagement and drive growth. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Consultant
Data Analyst
Data Analysts collect, analyze, and interpret data to help businesses make informed decisions. This course would be a valuable asset for Data Analysts, as it provides a comprehensive overview of CRM best practices that can be used to improve customer engagement and drive growth. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Data Analyst
Market Researcher
Market Researchers conduct research to understand customer needs and preferences. This course would be a valuable asset for Market Researchers, as it provides a comprehensive overview of CRM best practices that can be used to improve customer engagement and drive growth. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Market Researcher
Business Analyst
Business Analysts analyze business processes and systems to identify areas for improvement. This course would be a valuable asset for Business Analysts, as it provides a comprehensive overview of CRM best practices that can be used to improve customer engagement and drive growth. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Business Analyst
Project Manager
Project Managers plan, execute, and control projects to achieve specific goals. This course would be a valuable asset for Project Managers, as it provides a comprehensive overview of CRM best practices that can be used to improve project outcomes. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Project Manager
Software Engineer
Software Engineers design, develop, and maintain software applications. This course may be useful for Software Engineers, as it provides insights into the principles of CRM that can be used to improve software development and design. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Software Engineer
Web Developer
Web Developers design and develop websites and web applications. This course may be useful for Web Developers, as it provides insights into the principles of CRM that can be used to improve website development and design. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Web Developer
Graphic Designer
Graphic Designers create visual concepts for a variety of media, including print, web, and video. This course may be useful for Graphic Designers, as it provides insights into the principles of CRM that can be used to improve visual design and marketing. Additionally, the course covers topics such as customer segmentation and targeting, which are essential for success in this role.
See salaries and explore the career path for Graphic Designer

Reading list

We've selected six books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Customer Relationship Management.
Cover image
Jeffrey Gitomer's Sales Manifesto
Save
Offers practical advice on how to build and maintain strong customer relationships, with a focus on the importance of communication and follow-up.
Jeffrey Gitomer's Sales Manifesto: Imperative...
Hardcover
$$
Jeffrey Gitomer's Sales Manifesto: Imperative...
Kindle Edition
$$
Cover image
Customer Relationship Management
Save
Provides a strategic overview of CRM, with a focus on the implementation of CRM strategies and technologies.
Customer Relationship Management
Paperback
$$$
Customer Relationship Management: Concepts,...
Kindle Edition
$$$
Cover image
Strategic Customer Service
Save
Provides a strategic guide to CRM, with a focus on the development and implementation of CRM strategies.
Strategic Customer Service: Managing the Customer...
Hardcover
$$
Cover image
Customer Relationship Management
Save
Provides a glossary of CRM terms and concepts, with definitions and explanations of the key concepts of CRM.
Customer Relationship Management: Concept, Strategy...
Kindle Edition
$$
Customer Relationship Management: A Databased...
Paperback
$$$
Customer Relationship Management: Concept, Strategy...
Hardcover
$$$
Cover image
What Business Should I Start?
Save
Provides a guide to CRM for small businesses, with a focus on the implementation and management of CRM systems and technologies.
What Business Should I Start?: 7 Steps to...
Paperback
$$
What Business Should I Start?: 7 Steps to...
Paperback
$$
What Business Should I Start?: 7 Steps to...
Kindle Edition
$$
Cover image
Onward and Upward
Save
Provides a handbook for CRM practitioners, with a focus on the implementation and management of CRM strategies.
Onward and Upward: Guide For Getting Through New...
Paperback
$$

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Course image
Rating
3.8 Filled star Filled star Filled star Half star Empty star
Effort
3 to 5 hours per week for 6 weeks
Level
Intermediate
Via
edX
Institution
Indian Institute of Management Bangalore
Instructor
Shainesh G
Language
English
Transcripts
English हिंदी
This course belongs to a collection called Customer Relationship Management for Marketers. It's comprised of two courses:
  1. Customer Relationship Management (viewing)
  2. Marketing Essentials
Traffic lights
Read about what's good
what should give you pause
and possible dealbreakers
Explores the benefits and applications of CRM in various industries
Examines the shift from transactional to relational customer interactions, emphasizing the importance of building long-term relationships
Equips learners with practical knowledge and best practices for successful CRM implementation
Builds a strong foundation in CRM concepts, principles, and strategies
Taught by experienced industry professionals who provide real-world insights and examples
May be less suitable for beginners who lack a basic understanding of business and marketing concepts
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