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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.
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.
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
Register for this course and see more details by visiting:
OpenCourser.com/course/k3slnm/customer
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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
- 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.
Read more
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.
Read more
Week 3 : Economics of CRMLifetime value of customer, Activity based costing for customer profitability analysis
Week 4 : CRM ApplicationsApplications of CRM in different industries
Week 5 : CRM in Business MarketsCRM practices in Business Markets
Week 6 : CRM implementationCRM implementation process, precautions related to CRM implementation.
Good to know
Good to know
Know what's good ,
what to watch for , 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
Save this course
Save Customer Relationship Management to your list so you can find it easily later:
Save
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Reviews summary
Valuable course for crm understanding
According to students, this Customer Relationship Management course is helpful and practical. Students thought the content was informative and mentioned that it broadened their perspective on relationship management. Reviewers also mentioned that the course may be especially useful for those new to CRM.
This course may be especially useful for learners new to CRM.
"I took Customer Relationship Management course in order to effectively and efficiently serve my business clients to meet and exceed their expectations"
The course expanded students' understanding of CRM.
"I enjoyed the course and the study of CRM broadened my view on how best to manage and sustain business relationships in a highly competitive environment"
"It's a good course to understand the impact of CRM inside a company"
Students found this course to be valuable for learning about CRM.
"Amazing experience, helpful for career"
"I like this course because it's really help me to know how to communicate with people"
"This course is very helpfull for me to management my account, which professional to summarized how to define the client how to manage client"
One student expressed concern about not receiving a certificate.
"I am looking for certificate for CRM course, but not yet received."
A few students found some concepts to be challenging.
"Good content but some concepts were a little hard to understand. perhaps because they were based on Indian businesses and experiences."
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
Show steps
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
Show steps
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
Show steps
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
Show steps
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
Show steps
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
Show steps
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
Organize and review the course materials and resources
Show steps
Help you stay organized and prepare for assessments
Show steps
Show steps
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
Show steps
Help you stay up-to-date on the latest developments in CRM technology and techniques
Browse courses on
Customer Relationship Management
Show steps
Show steps
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
Show steps
Reinforce foundational concepts related to customer engagement and value maximization
Browse courses on
Customer Lifetime Value
Show steps
Show steps
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
Show steps
Provide a supportive environment for learning and sharing knowledge
Browse courses on
Customer Relationship Management
Show steps
Show steps
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
Show steps
Help you develop strong communication and problem-solving skills
Browse courses on
Customer Relationship Management
Show steps
Show steps
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
Show steps
Help you understand the industry-specific nuances of CRM
Show steps
Show steps
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 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.
Marketing 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.
Sales 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.
Business Development 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.
Account 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.
Product 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.
Customer Success 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.
Consultant
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.
Data Analyst
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.
Market Researcher
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.
Business Analyst
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.
Project Manager
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.
Software Engineer
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.
Web Developer
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.
Graphic designer
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.
For more career information including salaries, visit:
OpenCourser.com/course/k3slnm/customer
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.
Offers practical advice on how to build and maintain strong customer relationships, with a focus on the importance of communication and follow-up.
Provides a strategic overview of CRM, with a focus on the implementation of CRM strategies and technologies.
Provides a strategic guide to CRM, with a focus on the development and implementation of CRM strategies.
Provides a glossary of CRM terms and concepts, with definitions and explanations of the key concepts of CRM.
Provides a guide to CRM for small businesses, with a focus on the implementation and management of CRM systems and technologies.
Save
Provides a handbook for CRM practitioners, with a focus on the implementation and management of CRM strategies.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/k3slnm/customer
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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:
- Customer Relationship Management (viewing)
- Marketing Essentials
Good to know
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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