Customer Relationship Management from Coursera

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.

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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.

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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

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

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Lay a strong foundation for success by gathering, organizing, and reviewing all relevant course materials.

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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

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Prepare by reviewing the core principles of CRM and familiarizing yourself with industry best practices.

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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'

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Gain a comprehensive understanding of CRM principles and technologies by reading this foundational text.

View Customer Relationship Management on Amazon

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Read the book thoroughly, taking notes on key concepts
Review the case studies and examples
Apply the concepts to real-world CRM scenarios

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Develop a customer journey map

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Solidify your understanding of customer behavior by creating a detailed map outlining key touchpoints and interactions.

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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

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Expand your professional network and stay updated on industry trends by attending CRM-focused events.

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Research upcoming CRM industry events
Register for relevant meetups or conferences
Actively participate in discussions and make valuable connections

Solve CRM case studies

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Enhance your analytical skills by working through real-world CRM challenges and developing effective solutions.

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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

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Demonstrate your proficiency in CRM implementation by creating a plan that addresses key strategic objectives.

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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

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Reinforce your understanding and develop leadership skills by sharing your knowledge and assisting others.

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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

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.

See salaries and explore the career path for Customer Success 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.

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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.

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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.

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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.

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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.

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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.

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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.

See salaries and explore the career path for Sales 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.

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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.

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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.

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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.

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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.

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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.

See salaries and explore the career path for Marketing 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.

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Customer Relationship Management

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