CRM Made Simple – Managing Customer Relationships, Data, and Engagement Across Sales, Marketing, and Service Channels (C101-I)

This course teaches you how to design, implement, and optimize Customer Relationship Management (CRM) systems to drive engagement and growth. You’ll gain: CRM Foundations Understand CRM architecture, modules, and lifecycle Learn key functions: lead management, customer segmentation, campaign tracking, and service automation Explore cloud vs. on-premise CRM and integration strategies Implementation & Optimization Define CRM strategy, goals, and KPIs Manage data migration, user adoption, and process alignment Coordinate cross-functional workflows and customer journeys Analytics & Reporting Track sales pipelines, conversion rates, and customer satisfaction Build dashboards, reports, and predictive models Support executive decision-making and performance reviews Integration & Governance Align CRM with ERP, marketing automation, and service platforms Manage data privacy, consent, and regulatory compliance (GDPR, ISO 27701) Monitor access controls, audit trails, and system health Tools & Platforms Use platforms like Salesforce, Microsoft Dynamics 365, HubSpot, and Zoho CRM Automate workflows, campaigns, and customer support Monitor CRM usage, adoption, and ROI Strategic Impact Improve customer retention, satisfaction, and lifetime value Enable personalized engagement and omnichannel service Support ESG, digital transformation, and growth strategy