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Julian Jenkins
Customer Relationship Management (CRM) is a comprehensive course that explores various aspects of CRM, from data-driven strategies to customer segmentation and loyalty programs. The course is designed in three stages, each building upon the previous one, and includes self-paced learning with pre-recorded video lectures, exercises, and interactive quizzes. Real-world case studies and problem-solving exercises are introduced in the Intermediate and Advanced stages to simulate real CRM challenges.
Read more
Customer Relationship Management (CRM) is a comprehensive course that explores various aspects of CRM, from data-driven strategies to customer segmentation and loyalty programs. The course is designed in three stages, each building upon the previous one, and includes self-paced learning with pre-recorded video lectures, exercises, and interactive quizzes. Real-world case studies and problem-solving exercises are introduced in the Intermediate and Advanced stages to simulate real CRM challenges.
Read more
Customer Relationship Management (CRM) is a comprehensive course that explores various aspects of CRM, from data-driven strategies to customer segmentation and loyalty programs. The course is designed in three stages, each building upon the previous one, and includes self-paced learning with pre-recorded video lectures, exercises, and interactive quizzes. Real-world case studies and problem-solving exercises are introduced in the Intermediate and Advanced stages to simulate real CRM challenges.
The target audience for this program/course includes:
- Sales and Marketing Professionals: Learn to apply CRM principles to improve sales and marketing efforts, foster customer loyalty, and drive business growth.
- Customer Service Representatives: Gain strategies to understand and manage customer expectations, leading to increased customer satisfaction.
- Business Owners and Entrepreneurs: Understand how to use CRM to create customer-centric strategies, enhance relationships, and utilize data-driven insights.
- CRM Specialists and Managers: Stay updated with the latest trends and technologies, while gaining fresh perspectives and innovative strategies in CRM.
- Business Analysts: Benefit from the focus on data-driven insights and learn how to use data in creating effective CRM strategies.
- Product Managers: Acquire tools and techniques for customer segmentation and data analysis to better meet customer needs.
- IT Professionals: Understand the business side of the technologies they manage or develop, with the increasing role of digital tools in CRM.
- Students studying Business or Marketing: Gain real-world applications and insights, supplementing their academic knowledge with practical skills.
By the end of the course, you will be able to define CRM's significance, analyze customer data for targeted marketing, design effective customer journey maps, integrate CRM with emerging technologies, solve real-world CRM challenges, and craft customer-centric strategies aligned with business goals.
Prerequisites for this course include a basic understanding of business principles, an interest in customer service or marketing, familiarity with basic data analysis, tech-savviness, good communication skills, and a problem-solving mindset. These prerequisites will help learners better comprehend and apply CRM principles effectively.
Register for this course and see more details by visiting:
OpenCourser.com/course/xc7s2l/customer
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What's inside
Syllabus
Customer Relationship Management
Customer Relationship Management (CRM) is a comprehensive course designed to empower sales and marketing professionals, customer service representatives, business owners, CRM specialists, managers, analysts, product managers, IT professionals, and business/marketing students with the skills and insights needed to excel in today's competitive business landscape. This three-stage course progresses from fundamental principles to advanced strategies, guiding learners through the realms of data-driven decision-making, customer segmentation, and loyalty programs.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Explores modern strategies for customer relationship management (CRM) applicable to different business sectors
Helps learners apply CRM principles to improve sales and marketing efforts, bolster customer loyalty, and stimulate business growth
Provides practical strategies for understanding and managing customer expectations, leading to enhanced customer satisfaction
Examines the integration of CRM with emerging technologies, offering insights into the growing role of technology in the field
Develops problem-solving skills through real-world case studies and exercises, preparing learners for real-world CRM challenges
Requires a basic understanding of business principles, an interest in customer service or marketing, and familiarity with basic data analysis as prerequisites
Save this course
Save Customer Relationship Management to your list so you can find it easily later:
Save
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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 course resources
Show steps
Lay a strong foundation for success by gathering, organizing, and reviewing all relevant course materials.
Browse courses on
Note-Taking
Show steps
-
Set up a dedicated study space and gather all course materials
-
Organize materials into logical categories or folders
-
Review materials regularly and take notes or highlight key concepts
Identify CRM best practices
Show steps
Prepare by reviewing the core principles of CRM and familiarizing yourself with industry best practices.
Browse courses on
Customer Relationship Management
Show steps
-
Explore online resources on CRM best practices
-
Watch video tutorials on CRM industry standards
-
Read articles and blog posts from CRM experts
Review 'Customer Relationship Management: Concepts and Technologies'
Show steps
Gain a comprehensive understanding of CRM principles and technologies by reading this foundational text.
View
Customer Relationship Management
on Amazon
Show steps
-
Read the book thoroughly, taking notes on key concepts
-
Review the case studies and examples
-
Apply the concepts to real-world CRM scenarios
Five other activities
Expand to see all activities and additional details
Show all eight activities
Develop a customer journey map
Show steps
Solidify your understanding of customer behavior by creating a detailed map outlining key touchpoints and interactions.
Browse courses on
Customer Journey Mapping
Show steps
-
Identify key customer segments and their needs
-
Map out customer interactions at each stage of the journey
-
Analyze pain points and identify improvement opportunities
Attend CRM industry meetups or conferences
Show steps
Expand your professional network and stay updated on industry trends by attending CRM-focused events.
Browse courses on
Networking
Show steps
-
Research upcoming CRM industry events
-
Register for relevant meetups or conferences
-
Actively participate in discussions and make valuable connections
Solve CRM case studies
Show steps
Enhance your analytical skills by working through real-world CRM challenges and developing effective solutions.
Show steps
-
Read and analyze CRM case studies
-
Identify the key issues and challenges in each case
-
Develop and evaluate potential solutions
-
Present your findings and recommendations
Develop a CRM implementation plan
Show steps
Demonstrate your proficiency in CRM implementation by creating a plan that addresses key strategic objectives.
Show steps
-
Define the scope and objectives of the CRM implementation
-
Analyze the current customer landscape and identify areas for improvement
-
Develop a detailed implementation plan, including timelines, resources, and metrics
-
Present your plan to stakeholders for feedback and approval
Offer guidance to fellow students in CRM-related forums
Show steps
Reinforce your understanding and develop leadership skills by sharing your knowledge and assisting others.
Browse courses on
Mentoring
Show steps
-
Join online forums or discussion groups related to CRM
-
Offer assistance to fellow students with questions or challenges
-
Facilitate discussions and provide valuable insights
Organize and review course resources
Show steps
Lay a strong foundation for success by gathering, organizing, and reviewing all relevant course materials.
Browse courses on
Note-Taking
Show steps
Show steps
Show steps
- Set up a dedicated study space and gather all course materials
- Organize materials into logical categories or folders
- Review materials regularly and take notes or highlight key concepts
Identify CRM best practices
Show steps
Prepare by reviewing the core principles of CRM and familiarizing yourself with industry best practices.
Browse courses on
Customer Relationship Management
Show steps
Show steps
Show steps
- Explore online resources on CRM best practices
- Watch video tutorials on CRM industry standards
- Read articles and blog posts from CRM experts
Review 'Customer Relationship Management: Concepts and Technologies'
Show steps
Gain a comprehensive understanding of CRM principles and technologies by reading this foundational text.
View
Customer Relationship Management
on Amazon
Show steps
Show steps
Show steps
- Read the book thoroughly, taking notes on key concepts
- Review the case studies and examples
- Apply the concepts to real-world CRM scenarios
Five other activities
Expand to see all activities and additional details
Show all eight activities
Develop a customer journey map
Show steps
Solidify your understanding of customer behavior by creating a detailed map outlining key touchpoints and interactions.
Browse courses on
Customer Journey Mapping
Show steps
Show steps
Show steps
- Identify key customer segments and their needs
- Map out customer interactions at each stage of the journey
- Analyze pain points and identify improvement opportunities
Attend CRM industry meetups or conferences
Show steps
Expand your professional network and stay updated on industry trends by attending CRM-focused events.
Browse courses on
Networking
Show steps
Show steps
Show steps
- Research upcoming CRM industry events
- Register for relevant meetups or conferences
- Actively participate in discussions and make valuable connections
Solve CRM case studies
Show steps
Enhance your analytical skills by working through real-world CRM challenges and developing effective solutions.
Show steps
Show steps
Show steps
- Read and analyze CRM case studies
- Identify the key issues and challenges in each case
- Develop and evaluate potential solutions
- Present your findings and recommendations
Develop a CRM implementation plan
Show steps
Demonstrate your proficiency in CRM implementation by creating a plan that addresses key strategic objectives.
Show steps
Show steps
Show steps
- Define the scope and objectives of the CRM implementation
- Analyze the current customer landscape and identify areas for improvement
- Develop a detailed implementation plan, including timelines, resources, and metrics
- Present your plan to stakeholders for feedback and approval
Offer guidance to fellow students in CRM-related forums
Show steps
Reinforce your understanding and develop leadership skills by sharing your knowledge and assisting others.
Browse courses on
Mentoring
Show steps
Show steps
Show steps
- Join online forums or discussion groups related to CRM
- Offer assistance to fellow students with questions or challenges
- Facilitate discussions and provide valuable insights
Career center
Learners who complete Customer Relationship Management will develop knowledge and skills
that may be useful to these careers:
Customer Success Manager
Customer Success Manager
A Customer Success Manager is responsible for ensuring that customers are satisfied with a company's products or services. This course in Customer Relationship Management is highly relevant to this role, as it provides training in customer relationship management strategies, customer satisfaction measurement, and customer retention techniques. This knowledge can help Customer Success Managers build strong customer relationships and drive customer loyalty.
CRM Manager
CRM Manager
A CRM Manager is responsible for implementing and managing a company's CRM system. This course in Customer Relationship Management is highly relevant to this role, as it provides training in all aspects of CRM, including data management, customer segmentation, and campaign management. This knowledge can help CRM Managers implement and manage effective CRM systems that improve customer relationships and drive business growth.
Customer Experience Manager
Customer Experience Manager
A Customer Experience Manager is responsible for improving the customer experience across all channels. This course in Customer Relationship Management is highly relevant to this role, as it provides training in customer relationship management strategies, customer journey mapping, and customer feedback analysis. This knowledge can help Customer Experience Managers create a seamless and positive customer experience.
Entrepreneur
Entrepreneur
An Entrepreneur starts and runs their own business. This course in Customer Relationship Management may be useful to an Entrepreneur as it provides training in customer relationship management strategies, customer segmentation, and customer retention techniques. This knowledge can help Entrepreneurs build strong customer relationships and drive business growth.
Account Manager
Account Manager
An Account Manager is responsible for managing relationships with key customers. This course in Customer Relationship Management may be useful to an Account Manager as it provides training in customer relationship management strategies, account planning, and customer retention techniques. This knowledge can help Account Managers build strong customer relationships and drive business growth.
Digital Marketing Manager
Digital Marketing Manager
A Digital Marketing Manager is responsible for planning and executing digital marketing campaigns. This course in Customer Relationship Management may be useful to a Digital Marketing Manager as it provides training in customer segmentation, customer journey mapping, and digital marketing strategies. This knowledge can help Digital Marketing Managers create more effective digital marketing campaigns that target the right customers and achieve marketing goals.
Consultant
Consultant
A Consultant provides advice and guidance to businesses on a variety of topics, including customer relationship management. This course in Customer Relationship Management may be useful to a Consultant as it provides training in customer relationship management strategies, customer segmentation, and customer retention techniques. This knowledge can help Consultants provide better advice to their clients and help them improve their customer relationships.
Sales Analyst
Sales Analyst
A Sales Analyst analyzes sales data to help businesses understand their sales performance and make better sales decisions. This course in Customer Relationship Management may be useful to a Sales Analyst as it provides training in data analysis techniques, customer segmentation, and customer relationship management strategies. This knowledge can help Sales Analysts better understand customer behavior and make recommendations that improve sales performance.
Marketing Analyst
Marketing Analyst
A Marketing Analyst analyzes marketing data to help businesses understand their customers and make better marketing decisions. This course in Customer Relationship Management may be useful to a Marketing Analyst as it provides training in data analysis techniques, customer segmentation, and customer relationship management strategies. This knowledge can help Marketing Analysts better understand customer behavior and make recommendations that improve marketing campaigns.
Customer Service Manager
Customer Service Manager
A Customer Service Manager is responsible for managing a team of customer service representatives and ensuring that customers receive excellent service. This course in Customer Relationship Management may be useful to a Customer Service Manager as it provides training in customer service best practices, conflict resolution, and customer relationship management strategies. This knowledge can help Customer Service Managers improve their team's performance and provide better customer service.
Data Analyst
Data Analyst
A Data Analyst gathers and analyzes data to help businesses make informed decisions. This course in Customer Relationship Management may be useful to a Data Analyst as it provides training in data analysis techniques, customer segmentation, and customer relationship management strategies. This knowledge can help Data Analysts better understand customer behavior and make recommendations that improve business performance.
Product Manager
Product Manager
A Product Manager is responsible for managing the development and launch of new products or services. This course in Customer Relationship Management may be useful to a Product Manager as it provides training in customer segmentation, customer needs analysis, and product development. This knowledge can help Product Managers develop products that meet customer needs and achieve market success.
Business Analyst
Business Analyst
A Business Analyst gathers and analyzes data to help businesses make informed decisions. This course in Customer Relationship Management may be useful to a Business Analyst as it provides training in data analysis techniques, customer segmentation, and customer relationship management strategies. This knowledge can help Business Analysts better understand customer needs and make recommendations that improve business performance.
Marketing Manager
Marketing Manager
A Marketing Manager develops and executes marketing strategies to promote a company's products or services. This course in Customer Relationship Management may be useful to a Marketing Manager as it provides insights into customer behavior, segmentation, and loyalty programs. This knowledge can help Marketing Managers create more effective marketing campaigns that target the right customers and build strong customer relationships.
Sales Manager
Sales Manager
A Sales Manager leads and motivates a team of sales representatives to achieve sales goals. This course in Customer Relationship Management may be useful to a Sales Manager as it provides training in customer relationship management strategies, sales techniques, and negotiation skills. This knowledge can help Sales Managers improve their team's performance and close more deals.
For more career information including salaries, visit:
OpenCourser.com/course/xc7s2l/customer
Reading list
We've selected seven 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.
Comprehensive guide to CRM, covering all aspects of the topic from strategy to implementation.
Provides a practical guide to improving customer service, which is essential for successful CRM.
Provides a comprehensive overview of the importance of customer loyalty, and how to build a loyal customer base.
Provides a glimpse into the future of customer experience, and how businesses can prepare for the changes that are coming.
Provides a practical guide to personalizing the customer experience, showing businesses how to use data to create personalized experiences for each customer.
Provides a new perspective on the economy, arguing that businesses need to focus on creating memorable experiences for customers.
Provides a strategic perspective on CRM, helping readers understand how CRM can be used to create a competitive advantage.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/xc7s2l/customer
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Effort
90 minutes
Level
Introductory
Via
Coursera
Institution
Starweaver
Instructor
Julian Jenkins
Language
English
Transcript
tiếng Việt
Good to know
Explores modern strategies for customer relationship management (CRM) applicable to different business sectors
Helps learners apply CRM principles to improve sales and marketing efforts, bolster customer loyalty, and stimulate business growth
Provides practical strategies for understanding and managing customer expectations, leading to enhanced customer satisfaction
Examines the integration of CRM with emerging technologies, offering insights into the growing role of technology in the field
Develops problem-solving skills through real-world case studies and exercises, preparing learners for real-world CRM challenges
Requires a basic understanding of business principles, an interest in customer service or marketing, and familiarity with basic data analysis as prerequisites
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