CRM, Dados e o Futuro Centrado no Cliente from Coursera

Nossas boas-vindas ao Curso CRM, Dados e o Futuro Centrado no Cliente.

Neste curso, você aprenderá que transformação digital e o crescimento das técnicas de analytics e inteligência artificial mudaram completamente a relação entre empresas e consumidores. Oferecer excelência no atendimento e garantir a satisfação do público são apenas itens fundamentais para uma organização se manter competitiva em um mundo globalizado. O curso aborda a estratégia centrada no consumidor e como as tecnologias estão ajudando nessa transformação.

Ao final deste curso, você será capaz de compreender a importância da análise de e estruturação dos dados para uma gestão efetiva do cliente.

Este curso é composto por quatro módulos, disponibilizados em semanas de aprendizagem. Cada módulo é composto por vídeos, leituras e testes de verificação de aprendizagem. Ao final de cada módulo, temos uma avaliação de verificação dos conhecimentos.

Estamos muito felizes com sua presença neste curso e esperamos que você tire o máximo de proveito dos conceitos aqui apresentados.

Bons estudos!

What's inside

Syllabus

Introdução ao CRM

Este módulo aborda as estratégias centrada no consumidor e como as tecnologias de Big Data e Algoritmos de Inteligência Artificial estão ajudando nessa transformação da experiência do consumidor.

Estratégia Orientada ao Cliente com CRM

Oferecer excelência no atendimento e garantir a satisfação do público são apenas itens fundamentais para uma organização se manter competitiva em um mundo globalizado e data driven. Neste módulo serão trabalhadas estratégias orientadas ao cliente, como analisar seu comportamento, preferências e dificuldades.

Relacionamento com o Cliente

Neste módulo, serão discutidas as etapas da construção do funil de vendas focado na jornada dos seus clientes e como direcioná-lo ao seu objetivo de negócios utilizando as principais técnicas e ferramentas.

CRM Orientado a Dados

Uma empresa data driven é uma empresa que utiliza processos orientados a dados. Ou seja, toda e qualquer decisão é embasada na coleta, processamento e análise da informação. Isso significa utilizar os dados como base para a tomada de decisão e do planejamento estratégico, buscando métodos confiáveis ao invés de direcionar as ações baseadas em intuição. Neste módulo, serão apresentados a importância de coletar, estruturar e utilizar suas métricas na gestão de seus clientes e o processo de como as principais ferramentas de Big Data podem te ajudar nessa etapa.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Desenvolve e aprofunda conceitos-chave em CRM, dados e analytics, os quais são habilidades fundamentais para profissionais de marketing e vendas

Fornece uma base sólida para iniciantes no campo de CRM e análise de dados de clientes

Oferece um equilíbrio entre teoria e prática, com vídeos, leituras e exercícios de avaliação

Aborda tendências atuais da indústria, como o uso de big data e inteligência artificial em CRM

Ensinado por instrutores especialistas com vasta experiência em CRM e análise de dados

Reforça uma base existente para alunos intermediários no campo de CRM

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 CRM, Dados e o Futuro Centrado no Cliente with these activities:

Revisão dos Conceitos Fundamentais de CRM

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Revisar os principais conceitos de CRM o ajudará a compreender e reter melhor as informações fornecidas no curso.

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Revisar os conceitos básicos de CRM, como definição, importância e benefícios.
Compreender os diferentes tipos de CRM, como operacional, analítico e colaborativo.
Identificar as etapas envolvidas no ciclo de vida do cliente.

Exercícios de Análise de Dados de CRM

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Praticar a análise de dados de CRM o ajudará a desenvolver habilidades valiosas e a aplicar o conhecimento adquirido no curso.

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Coletar e organizar dados de CRM de várias fontes.
Analisar dados usando técnicas estatísticas e de visualização.
Interpretar os resultados da análise e identificar tendências e padrões.

Projeto de Implementação de CRM

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Criar um plano de implementação de CRM permitirá que você aplique seus conhecimentos e projete uma solução personalizada para sua organização.

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Definir os objetivos e escopo do projeto de implementação de CRM.
Pesquisar e selecionar um sistema de CRM adequado.
Desenvolver um plano de implementação detalhado.
Implementar o sistema de CRM e monitorar seu progresso.

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Career center

Learners who complete CRM, Dados e o Futuro Centrado no Cliente will develop knowledge and skills that may be useful to these careers:

Customer Relationship Manager (CRM)

Customer Relationship Managers (CRM) build and maintain relationships with customers to increase sales and improve customer satisfaction. They use CRM systems to track customer interactions and to identify opportunities to upsell or cross-sell products and services. Because CRM systems are essential to the work of a CRM, this course would be a great fit for students who want to learn more about CRM and how to use it effectively.

See salaries and explore the career path for Customer Relationship Manager (CRM)

Analytics Manager

Analytics Managers are responsible for leading and managing teams of analysts. They use CRM data to identify trends and to develop insights that can help organizations make better decisions. This course can help students learn how to do that.

See salaries and explore the career path for Analytics Manager

Chief Data Officer (CDO)

Chief Data Officers (CDOs) are responsible for overseeing the use of data within an organization. They develop and implement data strategies and policies, and they ensure that data is used ethically and responsibly. This course can help students learn how to do that.

See salaries and explore the career path for Chief Data Officer (CDO)

Sales Manager

Sales Managers are responsible for leading and motivating sales teams. By understanding how to use CRM data to identify opportunities and to close deals, Sales Managers can drive more revenue for their organizations. This course can help students learn how to do that.

See salaries and explore the career path for Sales Manager

Data Scientist

Data Scientists use data to solve problems and to make predictions. They develop and apply machine learning algorithms to analyze data and to identify patterns and trends. By learning how to collect, clean, and analyze data, students of CRM, Data, and the Customer-Centric Future can gain valuable skills that will be useful in a career as a Data Scientist.

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Product Manager

Product Managers are responsible for the development and launch of new products and services. Understanding how to use CRM data to identify customer needs and to develop products that meet those needs is essential for Product Managers. This course can help students learn how to do that.

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Account Manager

Account Managers are responsible for managing relationships with key customers. By understanding how to use CRM data to identify customer needs and to develop solutions that meet those needs, Account Managers can build stronger relationships with customers and drive more revenue for their organizations. This course can help students learn how to do that.

See salaries and explore the career path for Account Manager

Artificial Intelligence (AI) Engineer

Artificial Intelligence (AI) Engineers design and build intelligent systems that can learn, reason, and act autonomously. They work with Data Scientists and Machine Learning Engineers to develop and deploy machine learning models. By learning how to collect, clean, and analyze data, students of CRM, Data, and the Customer-Centric Future can gain valuable skills that will be useful in a career as an AI Engineer.

See salaries and explore the career path for Artificial Intelligence (AI) Engineer

Marketing Manager

Marketing Managers are responsible for developing and executing marketing campaigns. By understanding how to use CRM data to identify target markets and to develop campaigns that reach those markets, Marketing Managers can drive more leads and sales for their organizations. This course can help students learn how to do that.

See salaries and explore the career path for Marketing Manager

Machine Learning Engineer

Machine Learning Engineers develop and deploy machine learning models. They work with Data Scientists to identify the right data and algorithms to use, and they build and maintain the infrastructure needed to deploy machine learning models. By learning how to collect, clean, and analyze data, students of CRM, Data, and the Customer-Centric Future can gain valuable skills that will be useful in a career as a Machine Learning Engineer.

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Business Analyst

Business Analysts analyze business processes and make recommendations for improvement. This course can help students learn how to use data to identify inefficiencies and to develop solutions to improve business processes.

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Sales Operations Analyst

Sales Operations Analysts study the sales process to make it more efficient and effective, which results in more closed deals. By learning how to analyze and use CRM data, students of CRM, Data, and the Customer-Centric Future can gain valuable insights to help increase profits and support the marketing team. This course may be particularly helpful for students who wish to work with big data and learn how it can be used to increase efficiency.

See salaries and explore the career path for Sales Operations Analyst

Project Manager

Project Managers plan, execute, and close projects. They use CRM systems to track project progress and to identify risks. This course can help students learn how to use CRM data to improve project outcomes.

See salaries and explore the career path for Project Manager

Data Analyst

Data Analysts collect, clean, and analyze data to provide insights to businesses. Because CRM data is a rich source of information that can provide many insights, this course may be useful for aspiring Data Analysts. This course will help students learn how to clean, analyze, and use data to help organizations make more informed decisions.

See salaries and explore the career path for Data Analyst

Marketing Analyst

Marketing Analysts analyze data to measure the effectiveness of marketing campaigns and to identify trends. For those who wish to become Marketing Analysts, understanding how to interpret and use CRM data may be useful, and this course can help students learn how to do that.

See salaries and explore the career path for Marketing Analyst

CRM, Dados e o Futuro Centrado no Cliente

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