Customer Relationship Management: A Case Study Approach

Master the art of CRM strategy and elevate customer engagement with data-driven insights.

What you'll learn

Fundamental concepts and applications of CRM.

Strategic frameworks for SCRM, including audits and analyses.

Advanced tools like CSPM, CEVD, and CEM for enhanced customer experiences.

Real-world applications of CRM in business contexts.

Aligning CRM strategies with organizational goals.

Requirements

Basic understanding of customer service and business processes.

No prior experience in CRM is required.

Description

Course IntroductionThis course offers a comprehensive exploration of Strategic Customer Relationship Management (SCRM), blending case studies, analytical tools, and strategic frameworks to help learners optimize customer relationships. With a focus on practical implementation, participants will gain the skills to conduct CRM audits, perform PESTLE and SWOT analyses, and align CRM strategies with organizational goals.Designed for professionals and aspiring CRM specialists, this course covers everything from foundational CRM concepts to advanced strategies, equipping learners to enhance customer satisfaction and loyalty.Section-Wise Curriculum OverviewSection 1: IntroductionGet acquainted with CRM and its foundational concepts through real-world examples.Lecture 1: Introduction to CRM-Case Study (Preview enabled)Understand CRM through a practical case study, showcasing its impact.Lecture 2: CRM Definition (Preview enabled)Explore the definition and core principles of Customer Relationship Management.Lecture 3: CRM-ComplementsLearn about the tools and techniques that complement CRM strategies.Section 2: Company IntroductionUnderstand a company’s CRM journey and strategic objectives.Lecture 4: Company OverviewOverview of the company’s background and market presence.Lecture 5: Company Vision and MissionAlignment of CRM strategies with organizational values.Lecture 6: IRIC MilepostsKey milestones in the company’s CRM journey.Lecture 7: Services OfferedLearn how the company’s services influence CRM implementation.Lecture 8: ObjectiveThe objectives behind the CRM initiative.Lecture 9: Key ObservationsCritical insights and takeaways from the CRM process.Section 3: Strategic Customer Relationship Management - EthosDelve into the ethos and strategic frameworks that drive CRM success.Lecture 10: CRM StrategyDesigning and implementing effective CRM strategies.Lecture 11: Ethos ComplementsCore principles that enhance the CRM ethos.Lecture 12: Geo AssessmentGeographical considerations in CRM planning.Lecture 13-14: SCRM AuditConducting thorough audits to evaluate CRM effectiveness.Lecture 15: PESTLE AnalysisAnalyzing external factors that influence CRM strategies.Lecture 16: SWOT AnalysisIdentifying strengths, weaknesses, opportunities, and threats in CRM.Section 4: Strategic Customer Relationship Management - ComplementsExplore advanced CRM concepts and strategic tools.Lecture 17: SCRM-ComplementsTools and techniques that enhance Strategic CRM.Lecture 18: CSPM (Customer Service Performance Management)Managing and improving customer service performance.Lecture 19: CEVD (Customer Experience Value Design)Designing strategies to maximize customer experience value.Lecture 20: CEM (Customer Experience Management)Advanced approaches to managing and optimizing customer experiences.ConclusionBy the end of this course, learners will have a robust understanding of CRM principles and strategies, enabling them to analyze, design, and implement effective customer relationship frameworks. Armed with tools like SCRM audits, PESTLE, and SWOT, participants will be prepared to lead CRM initiatives that drive business growth and customer satisfaction.

Overview

Section 1: Introduction

Lecture 1 Introduction to CRM-Case Study

Lecture 2 CRM Definition

Lecture 3 CRM-Complements

Section 2: Company Introduction

Lecture 4 Company Overview

Lecture 5 Company Vision and Mission

Lecture 6 IRIC Mileposts

Lecture 7 Services Offered

Lecture 8 Objective

Lecture 9 Key Observations

Section 3: Strategic Customer Relationship Management - Ethos

Lecture 10 CRM Strategy

Lecture 11 Ethos Complements

Lecture 12 Geo Assessment

Lecture 13 SCRM Audit

Lecture 14 SCRM Audit Continue

Lecture 15 PESTLE Analysis

Lecture 16 SWOT Analysis

Section 4: Strategic Customer Relationship Management-Complements

Lecture 17 SCRM-Complements

Lecture 18 CSPM

Lecture 19 CEVD

Lecture 20 CEM

Customer service professionals and CRM managers.,Business analysts and consultants.,Students and professionals seeking expertise in customer relationship strategies.