Customer Relationship Management (CRM)

About This Module

Customer relationship management is the system for not relying on whoever happens to remember the last conversation. When that person is on leave, the relationship should still exist. Four chapters: CRM strategy, lifecycle and retention, tools and automation, and feedback loops. Software is the easy part. The hard part is making people write the thing down and then do something with it. If your CRM is a graveyard of half-updated contacts, you do not have a CRM problem. You have a habit problem.

What You'll Learn

• Develop customer-centric strategies that enhance satisfaction and loyalty
• Map and optimize the customer journey across all touchpoints
• Select and implement appropriate CRM tools for your business needs
• Create effective feedback systems that drive continuous improvement
• Measure and enhance customer lifetime value

Prerequisites

Basic understanding of marketing principles