Crm Case Study: From Fundamentals To Strategy

Unlock the power of CRM through a practical case study and strategic analysis framework.

What you'll learn

Fundamental CRM concepts and definitions.

Strategic tools like PESTLE and SWOT for CRM analysis.

Conducting CRM audits and aligning strategies with business goals.

Leveraging CRM for sales, marketing, and service automation.

Applying theoretical CRM knowledge through a real-world case study.

Requirements

Basic knowledge of business operations and customer service.

No prior experience in CRM required.

Description

Course IntroductionDive into the world of Customer Relationship Management (CRM) with a focus on real-world application and strategic analysis. This course leverages a detailed case study to introduce CRM concepts, complemented by advanced techniques like PESTLE, SWOT analysis, and CRM audits.Participants will learn to assess organizational readiness, align CRM strategies with business goals, and explore the role of CRM tools in marketing, sales, and service automation. Perfect for professionals and learners eager to master CRM, this course combines theory with actionable insights.Section-Wise Curriculum OverviewSection 1: IntroductionLay the foundation with an overview of the CRM case study.Lecture 1: Introduction to Case Study (Preview enabled)Explore the scope and relevance of the CRM case study and its impact on customer engagement strategies.Section 2: Case StudyDeep dive into the case study with detailed lectures on CRM concepts, company profiles, and strategic planning.Lecture 2: CRM DefinitionUnderstand what CRM is and why it’s critical for businesses.Lecture 3: CRM ComplementsExplore the tools and technologies that enhance CRM practices.Lecture 4: Company OverviewAnalyze the company involved in the case study.Lecture 5: Vision and Mission StatementLearn how organizational vision and mission shape CRM strategies.Lecture 6: IRIC MilepostsStudy key milestones achieved by the organization in its CRM journey.Lecture 7: Business VerticalsUnderstand the organization’s diverse business lines and their influence on CRM implementation.Lecture 8: ObjectiveDefine the primary goals of the CRM initiative.Lecture 9: Key ObservationsIdentify critical takeaways from the CRM implementation.CRM Strategy and Analytical ToolsLecture 10: CRM StrategyDesigning CRM strategies to achieve business objectives.Lecture 11: Ethos ComplementsCore principles and values that reinforce CRM strategies.Lecture 12: Geo Assessment ProfilingUnderstand geographical profiling for better customer segmentation.Lecture 13-14: CRM AuditConducting and continuing a CRM audit to assess system performance and alignment with goals.Lecture 15: PESTLE AnalysisEvaluate external factors affecting CRM strategies using PESTLE analysis.Lecture 16: SWOT AnalysisConduct a SWOT analysis to determine internal strengths and weaknesses.Advanced CRM Complements and ToolsLecture 17: OCRM ComplementsExplore operational CRM complements for seamless customer management.Lecture 18: CRM SFA (Sales Force Automation)Utilize CRM for automating sales processes and improving efficiency.Lecture 19: CRM MA (Marketing Automation)Understand CRM-driven marketing automation strategies to nurture customer relationships.Lecture 20: CRM SA (Service Automation)Leverage CRM tools to automate customer service operations for enhanced satisfaction.ConclusionThis course equips learners with a thorough understanding of CRM fundamentals, strategic planning, and advanced tools. Through a practical case study, participants will master the skills to design, audit, and optimize CRM systems for achieving organizational success.

Overview

Section 1: Introduction

Lecture 1 Introduction to Case Study

Section 2: Case Study

Lecture 2 CRM Definition

Lecture 3 CRM Complements

Lecture 4 Company Overview

Lecture 5 Vision and Mission Statement

Lecture 6 IRIC Mileposts

Lecture 7 Business Verticals

Lecture 8 Objective

Lecture 9 Key Observations

Section 3: CRM Strategy and Analytical Tools

Lecture 10 CRM Strategy

Lecture 11 Ethos Complements

Lecture 12 Geo Assessment Profiling

Lecture 13 CRM Audit

Lecture 14 CRM Audit Continue

Lecture 15 PESTLE Analysis

Lecture 16 SWOT Analysis

Section 4: Advanced CRM Complements and Tools

Lecture 17 OCRM Complements

Lecture 18 CRM SFA

Lecture 19 CRM MA

Lecture 20 CRM SA

Business professionals and CRM managers.,Students aspiring to specialize in customer relationship strategies.,Entrepreneurs looking to implement CRM systems in their ventures.