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Customer Relationship Management CRM
( 25 Modules )

Module #1
Introduction to CRM
Overview of CRM concepts, benefits, and importance

Module #2
Understanding Customer Needs
Analyzing customer behavior, needs, and expectations

Module #3
Defining CRM Strategy
Developing a CRM strategy aligned with business goals

Module #4
Choosing a CRM System
Evaluating and selecting a CRM platform

Module #5
Implementing CRM Software
Configuring and customizing a CRM system

Module #6
Data Management and Integration
Importing, cleaning, and integrating customer data

Module #7
Contact and Account Management
Creating and managing customer contacts and accounts

Module #8
Lead Management
Generating, qualifying, and converting leads

Module #9
Opportunity Management
Identifying, tracking, and closing sales opportunities

Module #10
Sales Force Automation
Automating sales processes and workflows

Module #11
Marketing Automation
Automating marketing campaigns and lead nurturing

Module #12
Customer Service and Support
Providing effective customer service and support

Module #13
Customer Feedback and Sentiment Analysis
Collecting and analyzing customer feedback

Module #14
Reporting and Analytics
Generating insights from CRM data

Module #15
Performance Metrics and KPIs
Defining and tracking CRM performance metrics

Module #16
User Adoption and Training
Ensuring successful user adoption and training

Module #17
Change Management and Cultural Alignment
Aligning CRM with organizational culture and change management

Module #18
Data Security and Compliance
Ensuring data security and compliance with regulations

Module #19
Mobile CRM and Accessibility
Using mobile devices for CRM access and usage

Module #20
Social CRM and Integration
Integrating social media with CRM systems

Module #21
AI and Machine Learning in CRM
Applying AI and machine learning to CRM

Module #22
Customer Journey Mapping
Visualizing and optimizing the customer journey

Module #23
Account Planning and Management
Developing and executing account plans

Module #24
Customer Retention and Loyalty
Strategies for retaining and building customer loyalty

Module #25
Course Wrap-Up & Conclusion
Planning next steps in Customer Relationship Management CRM career

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