Learn customer relationship management strategies
195
Sub Topics
545
MCQs
340
MCOs
452
True/False
240
Fill Blanks
110
Rearrange
219
Matching
128
Comprehensions
232
Flashcard Decks
Curriculum
What You'll Learn
01 Introduction to CRM 3 topics
1 Definition and Evolution of CRM
- Historical Development of Customer Management
- Shift from Transaction to Relationship Focus
- Modern CRM Concepts and Definitions
2 Strategic Importance of CRM
- Business Value of Customer Relationships
- CRM as Competitive Advantage
- Impact on Business Performance Metrics
3 Types of CRM Systems
- Operational CRM
- Analytical CRM
- Collaborative CRM
- Strategic CRM
02 CRM Strategy Development 3 topics
1 CRM Strategy Fundamentals
- Aligning CRM with Business Strategy
- Setting CRM Objectives and Goals
- CRM Strategy Components
2 Customer-Centric Organization
- Organizational Culture for CRM Success
- Change Management for CRM Implementation
- Leadership and CRM Champions
3 CRM Readiness Assessment
- Evaluating Current Customer Management Practices
- Identifying CRM Technology Requirements
- Gap Analysis and Roadmap Creation
03 Customer Data Management 4 topics
1 Customer Data Fundamentals
- Types of Customer Data
- Data Quality and Integrity
- Customer Data Architecture
2 Customer Data Collection
- Data Capture Methods
- Touch Points and Data Acquisition
- Permission-Based Data Collection
3 Data Integration and Management
- Single Customer View Creation
- Master Data Management
- Data Governance and Stewardship
4 Data Privacy and Compliance
- Global Privacy Regulations (GDPR, CCPA, etc.)
- Ethical Data Usage
- Data Security Protocols
04 Customer Segmentation and Targeting 4 topics
1 Segmentation Principles
- Benefits and Objectives of Segmentation
- Segmentation Criteria and Variables
- Market-based vs. Customer-based Segmentation
2 Segmentation Methodologies
- Demographic and Geographic Segmentation
- Psychographic and Behavioral Segmentation
- Value-based and Needs-based Segmentation
3 Advanced Segmentation Techniques
- Predictive Segmentation
- Dynamic Segmentation
- Micro-segmentation
4 Segment Targeting and Positioning
- Evaluating Segment Attractiveness
- Resource Allocation to Segments
- Creating Segment-Specific Value Propositions
05 Customer Value Management 4 topics
1 Customer Lifetime Value
- CLV Calculation Methods
- Factors Affecting CLV
- Using CLV for Decision Making
2 Customer Profitability Analysis
- Revenue and Cost Attribution
- Customer Profitability Metrics
- Managing Unprofitable Customers
3 Value Creation and Delivery
- Creating Customer Value
- Value Delivery Systems
- Measuring Delivered Value
4 Customer Portfolio Management
- Portfolio Analysis Techniques
- Resource Allocation Strategies
- Portfolio Optimization
06 Customer Experience Management 5 topics
1 Customer Experience Fundamentals
- Defining Customer Experience
- Experience vs. Service
- The Business Case for CX
2 Customer Journey Mapping
- Journey Mapping Methodology
- Touchpoint Identification and Analysis
- Emotional Journey Mapping
3 Experience Design
- Design Thinking for CX
- Service Blueprinting
- Moment of Truth Management
4 Voice of Customer Programs
- VoC Data Collection Methods
- VoC Analysis and Insights
- Closing the Feedback Loop
5 CX Metrics and Measurement
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Other CX Metrics and KPIs
07 CRM Technology and Systems 4 topics
1 CRM Technology Architecture
- Core CRM Technology Components
- CRM Technology Stack
- Integration Architecture
2 CRM Software Solutions
- On-premise vs. Cloud-based CRM
- Major CRM Vendors and Platforms
- Industry-specific CRM Solutions
3 CRM Implementation
- Implementation Methodologies
- Critical Success Factors
- Common Implementation Challenges
4 CRM Technology Trends
- AI and Machine Learning in CRM
- Mobile CRM
- Social CRM
- IoT and CRM Integration
08 Marketing Automation in CRM 4 topics
1 Marketing Automation Fundamentals
- Definition and Benefits
- Marketing Automation Architecture
- Integration with CRM Systems
2 Lead Management
- Lead Generation Strategies
- Lead Scoring and Qualification
- Lead Nurturing Processes
3 Campaign Management
- Multi-channel Campaign Design
- Campaign Execution and Automation
- Campaign Performance Measurement
4 Content Management and Personalization
- Content Strategy for Automation
- Dynamic Content Delivery
- Personalization Techniques and Technologies
09 Sales Force Automation in CRM 4 topics
1 SFA Fundamentals
- SFA Components and Functions
- Benefits of Sales Automation
- SFA Integration with CRM
2 Pipeline and Opportunity Management
- Sales Pipeline Design
- Opportunity Tracking and Scoring
- Forecasting and Analytics
3 Territory and Quota Management
- Territory Design Principles
- Setting and Managing Quotas
- Performance Tracking
4 Mobile Sales Enablement
- Mobile CRM Solutions
- Field Sales Support Tools
- Remote Sales Management
10 Customer Service and Support 4 topics
1 Customer Service Strategy
- Service Models and Approaches
- Service Level Agreements
- Service as Competitive Advantage
2 Service Channels and Management
- Omnichannel Service Delivery
- Contact Center Operations
- Self-Service Technologies
3 Case Management
- Case Routing and Escalation
- Knowledge Management for Support
- Service Analytics and KPIs
4 Customer Support Technologies
- Helpdesk Systems
- Chatbots and Virtual Assistants
- Remote Support Tools
11 Digital CRM and Social Media 4 topics
1 Social CRM Strategy
- Social Media for Customer Engagement
- Social Listening and Monitoring
- Social Media Response Management
2 Community Management
- Building Customer Communities
- Community Engagement Strategies
- Measuring Community Success
3 Digital Customer Engagement
- Web and Mobile Engagement
- Digital Customer Journey Optimization
- Integrated Digital Experience
4 Influencer Relationship Management
- Identifying and Engaging Influencers
- Influencer Program Management
- Measuring Influencer Impact
12 Customer Retention and Loyalty 4 topics
1 Retention Strategy Development
- Understanding Customer Churn
- Retention Economics
- Designing Retention Programs
2 Loyalty Programs
- Loyalty Program Types and Models
- Program Design and Management
- Measuring Loyalty Program ROI
3 Customer Engagement Strategies
- Engagement Drivers and Metrics
- Emotional Engagement
- Engagement Across Lifecycle
4 Win-back Strategies
- Identifying Defection Risk
- Win-back Campaign Design
- Measuring Win-back Success
13 CRM Analytics and Insights 5 topics
1 CRM Analytics Fundamentals
- Types of CRM Analytics
- Building Analytics Capabilities
- From Data to Actionable Insights
2 Descriptive Analytics
- Customer Behavior Analysis
- RFM Analysis
- Cohort Analysis
3 Predictive Analytics
- Predictive Modeling Techniques
- Churn Prediction
- Next Best Action/Offer
4 Prescriptive Analytics
- Optimization Models
- Decision Support Systems
- Automated Decision Making
5 Analytics Implementation
- Analytics Team Structure
- Analytics Project Management
- Driving Action from Insights
14 CRM Metrics and Performance 4 topics
1 CRM Performance Framework
- CRM Balanced Scorecard
- Aligning Metrics with Strategy
- Leading vs. Lagging Indicators
2 Key CRM Metrics
- Acquisition Metrics
- Relationship Development Metrics
- Retention Metrics
3 ROI Measurement
- CRM Investment Valuation
- ROI Calculation Methods
- Economic Value Added from CRM
4 Performance Management
- Dashboards and Reporting
- Performance Review Processes
- Continuous Improvement Systems
15 CRM in Specific Industries 4 topics
1 CRM in B2B Industries
- Key Account Management
- Complex B2B Sales Cycles
- B2B CRM Technologies
2 CRM in Retail and E-commerce
- Omnichannel Customer Experience
- Retail Loyalty Management
- E-commerce CRM Integration
3 CRM in Financial Services
- Wealth Management CRM
- Banking CRM Applications
- Insurance CRM Solutions
4 CRM in Healthcare
- Patient Relationship Management
- Healthcare Service Delivery
- Compliance and Privacy
16 Future Trends in CRM 4 topics
1 Artificial Intelligence in CRM
- AI-Powered Customer Insights
- Conversational AI and Virtual Assistants
- Predictive Customer Service
2 Hyper-personalization
- Real-time Personalization
- Contextual Customer Engagement
- Ethical Considerations in Personalization
3 CRM Ecosystems
- Platform-based CRM
- APIs and Integration Economy
- Customer Data Platforms
4 Emerging Technologies
- Blockchain for Customer Trust
- AR/VR in Customer Experience
- Voice and Conversational CRM
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