Customer Relationship Management (CRM)

About This Module

This module explores the principles and practices of effective customer relationship management. You'll learn how to develop CRM strategies, understand the customer lifecycle, implement CRM systems, and use customer feedback to drive improvements. Through practical frameworks and case studies, you'll develop the skills to build and maintain profitable customer relationships.

Learning Outcomes

• 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
• Ability to use management jargon convincingly at dinner parties

Prerequisites

• Basic understanding of marketing principles
• A sense of humor (highly recommended)
• Coffee or tea (quantities vary by module difficulty)