CRM (or Customer Relationship Management) is much more than just another three-letter acronym. It’s the lifeblood of your business. It describes how you understand the way your customers do business with you – and sets out how you communicate with them throughout the life of that business relationship.

In short, this course will teach you how to make your organization more successful.

Good CRM strategy, using well-designed CRM software, will create real value for both your organization and your customers. This course will show you how to design your CRM strategy to do just that – and how to put it into practice.

PART #1 - MAP YOUR CUSTOMERS' JOURNEY

1. Get the most out of this course

2. Discover why mapping a customer journey is important

3. Follow the customer trail

4. Map the steps of your customer journey back to your sales funnel

5. Visualize qualitative customer data along the journey

6. Identify how Stakeholders currently meet customer expectations

Quiz: Map your customers' journey

PART #2 - EXPLAIN AND DEFINE A WINNING CRM STRATEGY

1. Define the objectives of your CRM strategy

2. Review your current CRM software

3. Improve workflows of both customer-facing and back-office teams

4. Improve User Experience by defining metrics with the HEART framework

5. Consider combining your analytics Into a Single Customer View (SCV)

Quiz: Explain and define a winning CRM strategy

PART #3 - PREPARE AND IMPLEMENT YOUR CRM STRATEGY

1. Determine relevant content for your customer segments

2. Create customer-centric marketing content

3. Automate Push and Pull marketing efforts

4. Demonstrate the improved business value over time

Quiz: Prepare and implement your CRM strategy

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