COURSE OVERVIEW

Introduction to CRM: Concepts, Principles and Business Value

Customer Lifecycle, Experience, Satisfaction and Loyalty

Customer Segmentation, Data Collection and Customer Records

Customer Communication, Service and Complaint Handling

Sales Pipeline, Lead Management and Relationship Development

CRM Software, Digital Channels and Marketing Automation

Customer Retention, Loyalty Programs and CRM Analytics

CRM Strategy, Ethics, Implementation and Continuous Improvement

PRACTICAL ACTIVITIES AND APPLICATION

FINAL COURSE REVIEW