CRM Implementation and Customer Experience Strategy

Course Description

Please note: This course was previously offered under the title "CRM: Customer Relationship Management."

Creating seamless customer experiences requires more than software. It requires a strategy for implementing customer relationship management (CRM) effectively across sales, marketing, and service. This course introduces the principles and practices of CRM, from its roots to its current role as the foundation for designing customer experiences.

The course also acknowledges how digital platforms, customer data systems, and AI-enabled technologies could influence CRM implementation and customer experience design.

Topics Include

• What is CRM, and how has it evolved over the years into Customer Experience?
• The adoption of CRM strategies by organizations
• How does CRM affect the marketing, sales and customer support functions?
• Key success and failure factors for CRM project implementations?
• Role of Social Media in a CRM strategy
• CRM tools and technologies
• AI and automation in CRM