Course Overview

Customer Relationship Management (CRM) has emerged as a cornerstone of modern business strategy, empowering organizations to build strong, lasting relationships with their customers. This course is designed to introduce participants to the core principles, tools, and best practices of CRM, equipping them with practical knowledge to enhance customer loyalty, drive sales, and improve overall business performance.

Course Duration

• Total Duration: 4 weeks (part-time)
• Weekly Commitment: 4 to 6 hours (including lectures, readings, assignments,
and group work)
• Delivery Mode: Online, In-person, or Hybrid formats available

Specific Outcomes

Upon successful completion of this course, learners will be able to:

• Define the concept of Customer Relationship Management and explain its
significance in business.
• Identify the key components and technologies underpinning modern CRM
systems.
• Analyze customer data to derive actionable insights for marketing, sales, and
service strategies.
• Design and implement effective CRM processes tailored to specific industries
or organizational needs.
• Evaluate the effectiveness of CRM initiatives and recommend improvements
based on data-driven decision-making.
• Develop customer-centric communication and engagement strategies to build
loyalty and retention.
• Navigate ethical, legal, and data privacy considerations relevant to CRM.
• Demonstrate proficiency in using leading CRM software platforms.
• Contribute to cross-functional teams tasked with deploying CRM solutions.

Modules Covered

The course is divided into eight modules, each focusing on a critical aspect of CRM.
The modular structure allows for progressive skill development and scaffolds
learning in an engaging, systematic manner.

Module 1: Introduction to Customer Relationship Management
Module 2: Understanding Your Customer
Module 3: CRM Technology and Platforms
Module 4: Data Management and Analytics in CRM
Module 5: Sales, Marketing, and Service Alignment
Module 6: CRM Implementation and Project Management
Module 7: Ethics, Privacy, and Legal Considerations in CRM
Module 8: Capstone Project and Practical Application