POPULAR

CRM Management

Full lifetime access

Last updated Saturday, 7th December 2024

₦72,090

₦81,000

Skill level

Beginners

Language

English

Certificate

Description

Learn how to effectively manage customer relationships using the latest CRM tools and techniques. This course will teach you how to segment your audience, personalize communication, track customer interactions, and use CRM data to drive business decisions and improve customer retention.

Course Outline

Module 1: Fundamentals of CRM

Definition and Importance of CRM
Evolution of CRM: From Contact Management to Customer Experience Management
Types of CRM: Operational, Analytical, Collaborative

Module 2: CRM Strategy and Planning

Developing a CRM Strategy Aligned with Business Goals
Understanding Customer Journeys and Touchpoints
Setting SMART CRM Goals and KPIs

Module 3: Key Components of a CRM System

Core CRM Features: Contact Management, Sales Automation, Marketing Automation, Customer Service
Integration with Other Business Tools (ERP, Marketing, eCommerce)
Overview of Popular CRM Platforms (Salesforce, HubSpot, Zoho, Microsoft Dynamics)

Module 4: CRM Implementation Process

Stages of CRM Implementation: Planning, Data Migration, Customization, Testing, and Launch
Choosing the Right CRM for Your Business
Key Stakeholders in CRM Implementation: IT, Sales, Marketing, Customer Support

Module 5: Data Migration and Integration

Data Cleaning and Preparation
Migrating Data from Legacy Systems to New CRM
Integration with Third-Party Tools and APIs

Module 6: User Adoption and Training

Encouraging User Adoption and Overcoming Resistance
Designing Effective Training Programs
Continuous Support and Feedback Mechanisms

Module 7: Understanding CRM Data

Types of Data: Customer, Transactional, Behavioral
Building a 360-Degree Customer View
Data Privacy and Security Considerations (GDPR, CCPA)

Module 8: Data Segmentation and Customer Profiling

Customer Segmentation Strategies
Building and Utilizing Customer Profiles and Personas
Personalization Strategies Using CRM Data

Module 9: CRM Analytics and Reporting

Key CRM Metrics and Reports: Sales, Marketing, Customer Service
Tools for CRM Analytics: Dashboards, Data Visualization, Reporting Tools
Using Analytics for Decision-Making and Strategy Refinement

Module 10: Sales Force Automation (SFA) Overview

Key Features of SFA: Lead Management, Opportunity Management, Sales Forecasting
Benefits of SFA for Sales Teams
CRM and Sales Pipeline Management

Module 11: Lead and Opportunity Management

Lead Scoring and Nurturing Strategies
Managing Sales Funnels and Pipelines in CRM
Sales Forecasting Techniques and Tools

Module 12: Performance Tracking and Sales Metrics

Key Sales Metrics: Conversion Rates, Win Rates, Average Deal Size
Sales Dashboards and Performance Reports
Optimizing Sales Processes Using CRM Data

Module 13: CRM and Marketing Automation

Understanding Marketing Automation in CRM
Key Features: Email Campaigns, Lead Nurturing, Marketing Analytics
Benefits of Integrating Marketing Automation with CRM

Module 14: Campaign Management and Segmentation

Designing and Managing Marketing Campaigns
Using CRM for Segmented and Personalized Marketing
Analyzing Campaign Effectiveness with CRM Tools

Module 15: Customer Journey Mapping and Experience

Creating Customer Journey Maps
Identifying Key Touchpoints and Moments of Truth
Optimizing Customer Experience Using CRM Insights

Module 16: CRM for Customer Service Management

Role of CRM in Customer Service and Support
Key Features: Case Management, Knowledge Base, Ticketing System
Benefits of a Unified CRM for Customer Service Teams

Module 17: Service Level Agreements (SLAs) and Case Management

Defining and Managing SLAs in CRM
Automating Case Assignment and Escalation Processes
Tracking and Analyzing Customer Service Metrics

Module 18: Building and Managing Knowledge Bases

Importance of a Knowledge Base for Customer Support
Structuring and Maintaining a Knowledge Base
Self-Service Portals and CRM Integration

Module 19: Customizing CRM for Business Needs

Custom Fields, Workflows, and Automation Rules
Building Custom Dashboards and Reports
User Roles and Permissions Management

Module 20: Integrating CRM with Other Systems

ERP, Marketing Automation, E-commerce, and Communication Tools
API Integration and Middleware Solutions
Data Syncing and Avoiding Data Silos

Module 21: Automating Workflows and Processes

Identifying Repetitive Tasks and Workflow Automation Opportunities
Creating Automated Workflows in CRM Systems
Best Practices for Workflow Automation
Advanced CRM Strategies

Module 22: Customer Retention and Loyalty Programs

Role of CRM in Customer Retention Strategies
Building and Managing Loyalty Programs Using CRM
Analyzing Retention Metrics and Customer Lifetime Value (CLV)

Module 23: CRM and Customer Feedback Management

Collecting and Analyzing Customer Feedback
Implementing Feedback Loops and Improvement Strategies
Tools for Customer Surveys and NPS in CRM

Module 24: AI and Machine Learning in CRM

Predictive Analytics and Customer Insights
AI-Driven Personalization and Recommendations
Chatbots and Virtual Assistants for Customer Interaction

Module 25: Best Practices in CRM Management

Continuous Data Quality Management
Periodic CRM Audits and Optimizations
Ensuring CRM Alignment with Business Goals

Module 26: Ethical Considerations in CRM

Data Privacy and Security Regulations (GDPR, CCPA)
Ethical Data Handling and Customer Trust
Transparency and Consent Management

Module 27: Emerging Trends in CRM

The Future of CRM: AI, IoT, Blockchain, and Predictive Analytics
The Rise of Customer Data Platforms (CDPs)
Voice, AR/VR, and the Next Generation of Customer Experience