Customer Data, Analytics, and Segmentation from Coursera

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Syllabus

Harnessing Customer Insights with Copilot

This module delves into how Microsoft Copilot leverages customer data to revolutionize sales interactions. By exploring the power of integrated customer information, you will gain an understanding of how Copilot pulls data from multiple sources to drive personalized sales experiences and enhance overall engagement. Throughout this module, you will learn to connect and enrich customer profiles, creating a comprehensive, detailed view of individual customers. With Copilot's advanced analytics tools, you will also analyze customer behaviors and preferences to derive actionable insights, ultimately enabling data-driven sales strategies. Please note: This course was developed in September 2024. Copilot for Sales continues to evolve. It's important to adapt to the changes as the Copilot interface and functionality might be different from the features of Copilot for Sales when this course was created. For the latest updates and changes, follow the Microsoft’s Copilot for Sales website. Thank you for your understanding and enjoy the course!

Optimizing Sales Strategies With Copilot's Data-Driven Insights

This module focuses on using Microsoft Copilot's data-driven insights to enhance sales strategies and performance. You will learn how Copilot can identify high-potential leads, predict customer churn, and uncover cross-selling and upselling opportunities, prioritizing sales efforts for maximum impact. Additionally, this module will cover how to measure and improve sales performance by tracking key metrics and analyzing sales data. By the end of this module, you will have the skills to make data-informed decisions that optimize your sales strategies and drive revenue growth. Please note: This course was developed in September 2024. Copilot for Sales continues to evolve. It's important to adapt to the changes as the Copilot interface and functionality might be different from the features of Copilot for Sales when this course was created. For the latest updates and changes, follow the Microsoft’s Copilot for Sales website. Thank you for your understanding and enjoy the course!

Advanced Customer Data Management with Copilot

In this module, you will focus on maintaining data quality and integrity while integrating Microsoft Copilot with existing CRM systems and other business tools. You will explore how to apply data cleansing and deduplication techniques, ensuring that your customer data is accurate, reliable, and up to date. Furthermore, the module will cover how to integrate Copilot seamlessly into your workflows, creating a unified platform for managing customer data and enhancing sales and service processes. By the end of this module, you will be able to streamline your operations by automating data updates, ensuring privacy and security, and building a more efficient and integrated system. Please note: This course was developed in September 2024. Copilot for Sales continues to evolve. It's important to adapt to the changes as the Copilot interface and functionality might be different from the features of Copilot for Sales when this course was created. For the latest updates and changes, follow the Microsoft’s Copilot for Sales website. Thank you for your understanding and enjoy the course!

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Teaches how to leverage Copilot to connect and enrich customer profiles, creating a comprehensive view of individual customers

Presented by Microsoft, which is known for its Copilot product and its integration with the Microsoft ecosystem

Explores how to identify high-potential leads, predict customer churn, and uncover cross-selling opportunities using Copilot

Focuses on maintaining data quality and integrity while integrating Copilot with existing CRM systems and other business tools

Requires learners to adapt to changes in Copilot for Sales, as the interface and functionality might differ from the course creation date

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 Data, Analytics, and Segmentation with these activities:

Review CRM Fundamentals

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Solidify your understanding of CRM principles to better grasp how Copilot integrates with and enhances CRM systems.

Browse courses on CRM

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Review key CRM concepts like lead management, opportunity tracking, and contact management.
Familiarize yourself with common CRM platforms and their functionalities.

Review 'Salesforce.com for Dummies'

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Gain a foundational understanding of CRM systems to better understand Copilot's integration capabilities.

View Salesforce.com for Dummies (For Dummies Series) on Amazon

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Read the book, focusing on chapters related to CRM basics and Salesforce functionalities.
Take notes on key concepts and how they relate to Copilot's features.

Review 'Data-Driven Sales'

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Gain a deeper understanding of data-driven sales strategies to complement Copilot's capabilities.

View Putting Knowledge to Work on Amazon

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Read the book, focusing on chapters related to customer segmentation and sales performance measurement.
Take notes on key concepts and examples that resonate with the course material.

Four other activities

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Create a Copilot Best Practices Guide

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Synthesize your learning by creating a guide that outlines best practices for using Copilot to manage customer data and optimize sales strategies.

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Review the course materials and identify key takeaways.
Research additional resources and examples of successful Copilot implementations.
Organize your findings into a clear and concise guide with actionable tips.

Simulate a Sales Scenario with Copilot

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Apply your knowledge by creating a simulated sales scenario using Copilot to identify leads, personalize interactions, and track performance.

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Define a target customer segment and create sample customer profiles.
Use Copilot to analyze these profiles and identify potential sales opportunities.
Develop personalized sales pitches based on Copilot's insights.
Track the simulated sales performance and analyze the results.

Explore Advanced Copilot Features

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Deepen your understanding by following tutorials on advanced Copilot features, such as custom data integration and AI-powered analytics.

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Search for tutorials on specific Copilot features that interest you.
Follow the tutorials step-by-step and experiment with the features.
Document your findings and share them with other learners.

Develop a Customer Segmentation Dashboard

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Create a data visualization dashboard using Copilot's analytics to segment customers based on key attributes and behaviors.

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Identify relevant customer data points for segmentation.
Use Copilot to analyze the data and create customer segments.
Design a dashboard to visualize the customer segments and their characteristics.
Present the dashboard and explain the insights derived from the segmentation.

Career center

Learners who complete Customer Data, Analytics, and Segmentation will develop knowledge and skills that may be useful to these careers:

Sales Analyst

A Sales Analyst uses data to understand sales performance and identify opportunities for improvement, and this course directly prepares you for such a role. The course's focus on leveraging customer data through Copilot to analyze behaviors and preferences for personalized interactions will be invaluable to a Sales Analyst. This role involves tracking metrics, identifying trends, and making recommendations to increase sales. An understanding of how Copilot can help identify high-potential leads, predict churn, and uncover upselling opportunities makes this course particularly relevant. A Sales Analyst must be comfortable with customer data systems, and this course will assist in learning about data management within Copilot. Mastering the techniques taught in this course directly leads to improved performance and insights as a Sales Analyst.

See salaries and explore the career path for Sales Analyst

Marketing Analyst

The role of a Marketing Analyst relies on understanding customer behaviors and preferences to optimize marketing campaigns, and this course will be useful to you. The course's focus on using Copilot to analyze customer data can enhance a Marketing Analyst's ability to personalize marketing efforts and identify potential target audiences. A Marketing Analyst uses data-driven insights to guide marketing strategies, and the course dives deep into using customer data to drive engagement. An understanding of how to manage customer data and integrate it with other business tools, as covered in this course, makes the course even more relevant for a would-be Marketing Analyst.

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Sales Operations Specialist

A Sales Operations Specialist focuses on improving the efficiency and effectiveness of the sales process, and this course can provide powerful insights. The course’s emphasis on using Copilot to manage customer data and improve sales strategies directly aligns with the responsibilities of a Sales Operations Specialist. This role requires a solid understanding of how data can drive improvements, and this course will make a difference. By learning how to connect, enrich, and analyze customer data with Copilot, along with managing workflows, a Sales Operations Specialist can better streamline sales processes to increase conversions. The course can impart skills to assist in identifying high potential leads, and optimizing sales performance.

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Customer Relationship Manager

A Customer Relationship Manager is responsible for building and maintaining strong relationships with customers, and this course helps foster that. The course's focus on using Copilot to personalize customer interactions and understand customer preferences is at the heart of a Customer Relationship Manager's tasks. The course assists in developing expertise in connecting multiple sources of customer information for a detailed view of the customer, allowing a Customer Relationship Manager to provide a stronger level of tailored service. This role requires strong data skills, and this course can impart them specifically in managing customer data with Copilot. A Customer Relationship Manager will find the learning around sales data and strategies in this course to be highly useful.

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Business Intelligence Analyst

A Business Intelligence Analyst uses data to provide insights that drive strategic decisions, and this course will help with that. The course's focus on analyzing customer data using Copilot, including behaviors and preferences, can translate directly into a Business Intelligence Analyst's work. The role involves using data to identify trends, and this course provides a foundation for discovering insights via customer data. The skills learned in this course around data management and integration with various systems will assist in performing analysis. For a Business Intelligence Analyst, expertise in data driven strategies learned in this course can make a critical difference.

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Data Analyst

A Data Analyst collects, cleans, and interprets data to provide insights, and this course can serve as one area of focus. The course provides a deep dive into using Copilot to analyze customer data, which is a subset of what a Data Analyst would encounter. A Data Analyst who wishes to specialize in customer data would benefit from the skills learned in this course, including data integration, cleansing, and the use of customer data to personalize interactions and identify potential leads. The knowledge of sales strategies and data management will enhance a Data Analyst's ability to make informed recommendations.

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Marketing Consultant

A Marketing Consultant advises companies on effective marketing strategies, and this course may be useful in developing a specialty. The course's focus on using Copilot to analyze customer data could help a Marketing Consultant understand customer behaviors and preferences to better shape marketing initiatives for clients. A Marketing Consultant often must understand data, and this course will help in that respect, specifically with customer data. While this course gives detailed training on a narrow specialty, applying it to a broad business context might yield insights. Learning the methods of data-driven sales strategies can assist a Marketing Consultant to perform better work with clients.

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Sales Development Representative

A Sales Development Representative identifies and qualifies potential leads, and this course may help enhance their skills. The course’s module on how Copilot can identify high-potential leads and personalize customer interactions could be useful for a Sales Development Representative. Learning how to analyze customer data and use it to enhance sales strategies may assist in developing new methods for effective outreach. This course can impart skills that will make a Sales Development Representative more efficient and effective in their activities. The techniques learned in this course may give an edge to a Sales Development Representative.

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Business Development Manager

Business Development Managers identify and pursue new business opportunities, and this course may have some relevant knowledge. The course's focus on using Copilot to uncover upselling and cross-selling opportunities could assist a Business Development Manager in identifying new areas of growth with existing customers. The course dives into using customer data to develop sales strategies, which may useful to a Business Development Manager. While this course is focused on customer data it can be helpful in thinking more broadly about sales strategy. The skills in this course about data-driven insights may improve a Business Development Manager's performance.

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Account Manager

An Account Manager is responsible for managing relationships with existing clients, and this course may be helpful in that role. The course's focus on leveraging customer data to personalize interactions and understand preferences may be useful to an Account Manager. This role requires a strong understanding of client needs, and the techniques of using Copilot to manage customer information may help an Account Manager better understand their clients. While direct practice of these skills may not be part of the typical role for an Account Manager, familiarity with these technologies may give an advantage. The tools and methods in the course may be relevant to an Account Manager.

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Market Research Analyst

A Market Research Analyst studies consumer behavior to determine market trends, and this course may be helpful for a focus on customer data in the marketplace. The course’s coverage of customer data management and analysis using Copilot aligns with the work of a Market Research Analyst. While this course does not cover all aspects of analyzing market data, the detailed training in customer data analytics and personalized strategies could provide a useful specialization. The techniques of using data driven insights in sales may be useful to a Market Research Analyst. The methods of using data in sales and marketing could be relevant to a Market Research Analyst.

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Product Manager

A Product Manager defines the strategy and roadmap behind a product, and this course may be helpful with a focus on data-driven products. While the course focuses on using Copilot for customer data, the principles of how data drives sales strategies may be useful for a Product Manager. The goal of a Product Manager is to create a successful product that meets customer needs, and skills in interpreting data may be useful for that. It is possible for a Product Manager to be part of the teams that develop tools such as Copilot, so experience with such tools could be helpful. The course might be of use to a Product Manager seeking to understand the role of customer data.

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Project Manager

A Project Manager oversees projects to successful completion, and this course may be helpful for a focus on sales projects. The course provides training on how to use Copilot for managing customer data, which could be useful for a Project Manager who is working on a sales team. While this course focuses on sales data, any Project Manager working with data-driven projects may find the training helpful. The concepts introduced in this course may assist a Project Manager who is tasked with data analytics projects. It is unlikely, but possible that a Project Manager will encounter the skills in this course in the context of their projects.

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Training Specialist

A Training Specialist develops and delivers training programs, and this course may be helpful if the specialist is focused on customer data. While the course focuses on customer data with Copilot, it is possible that a Training Specialist could be in a position to train employees on its use. The role of a Training Specialist is to help others develop skills, and understanding the skills taught in this course would be a prerequisite for training others. The skills may help improve the capabilities of a Training Specialist, even if they do not train on this specific technology. The information in this course could be useful to a Training Specialist.

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Technical Support Representative

A Technical Support Representative provides technical assistance to customers, and this course may be helpful in some circumstances. If the software used by their customers directly interacts with this technology, then this course would provide essential insights for this role. While this course is not directly related to technical support, if the representative supports Copilot, then it would be most useful. Understanding the technology they support would be important, and having taken this course puts them in a better position to assist. The skills in this course may be relevant for some Technical Support Representatives.

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Customer Data, Analytics, and Segmentation

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