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CRM Strategies: Analyze, Design & Implement

This course is part of Customer-Centric CRM Strategy and Management Specialization

Instructor: EDUCBA

Included with

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2 modules

Gain insight into a topic and learn the fundamentals.

19 reviews

6 hours to complete

Flexible schedule

Learn at your own pace

2 modules

Gain insight into a topic and learn the fundamentals.

19 reviews

6 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Analyze CRM frameworks and strategic blueprints.
Apply PESTLE and SWOT for CRM audits.
Implement tools to enhance customer experience.

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

8 assignments

Taught in English

91%

of learners achieved a positive career outcome

See how employees at top companies are mastering in-demand skills

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Build your subject-matter expertise

This course is part of the Customer-Centric CRM Strategy and Management Specialization

When you enroll in this course, you'll also be enrolled in this Specialization.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate

There are 2 modules in this course

By the end of this course, learners will be able to define core CRM principles, analyze company insights, evaluate services and objectives, design strategic CRM blueprints, conduct audits, apply PESTLE and SWOT frameworks, and implement advanced CRM tools to enhance customer value and experience.

This course equips learners with the knowledge and skills to apply Customer Relationship Management (CRM) concepts in real-world business contexts through a structured case study approach. Participants will explore CRM foundations, including definitions, complements, company vision, and milestones, before progressing to strategic applications such as audits, environmental scans, and advanced tools like CSPM, CEVD, and CEM. Unlike generic CRM courses, this program blends practical case study analysis with strategic frameworks, enabling learners to not only understand theory but also apply it directly to business decision-making. By completing this course, learners will gain the ability to design and implement customer-centric strategies, optimize customer experiences, and strengthen long-term loyalty, making them more effective in roles across sales, marketing, and business strategy.

Module details

This module introduces learners to the fundamental principles of Customer Relationship Management (CRM) through a structured case study. It covers CRM basics, explores the company’s background, vision, and milestones, and examines the services offered, objectives, and key observations that shape CRM practices. Learners will gain a strong foundation in understanding how CRM aligns with organizational context and customer value creation.

What's included

9 videos4 assignments

9 videosTotal 61 minutes

Introduction to CRM-Case Study7 minutes
CRM Definition6 minutes
CRM-Complements2 minutes
Company Overview13 minutes
Company Vision and Mission6 minutes
IRIC Mileposts13 minutes
Services Offered5 minutes
Objective6 minutes
Key Observations3 minutes

4 assignmentsTotal 60 minutes

Understanding CRM Basics10 minutes
Company Insights & Direction10 minutes
Building the Service Landscape10 minutes
Graded-Foundations of CRM Excellence 30 minutes

This module delves into strategic CRM applications, focusing on the development and execution of CRM strategies, organizational ethos, and geographical assessments. It further explores auditing processes, environmental scanning tools like PESTLE and SWOT, and advanced CRM applications such as SCRM Complements, CSPM, CEVD, and CEM. Learners will develop the ability to apply analytical tools and strategic frameworks to optimize customer relationship management in dynamic business environments.