Module 2: Customer Data Management-

2.1 Introduction to Customer Data

  • Understanding the role of data in CRM.
  • Types of customer data: demographic, behavioral, transactional, etc.
  • The value of data in decision-making.

2.2 Data Collection Strategies

  • Methods for collecting customer data.
  • Online and offline data sources.
  • Customer surveys, feedback, and interviews.

2.3 Data Integration and Centralization

  • Importance of centralizing customer data.
  • Data integration techniques and tools.
  • Data warehousing and data lakes.

2.4 Data Quality and Cleansing

  • Identifying and addressing data quality issues.
  • Data cleaning processes.
  • Ensuring data accuracy and reliability.

2.5 Customer Data Analysis

  • Exploratory data analysis (EDA) techniques.
  • Data visualization for customer insights.
  • Identifying patterns and trends in customer data.

2.6 Customer Segmentation

  • Principles of customer segmentation.
  • Types of customer segments.
  • Targeting strategies based on segmentation.

2.7 Customer Profiling

  • Creating customer profiles and personas.
  • Customer journey mapping.
  • Understanding customer needs and preferences.

2.8 Data Security and Privacy

  • Ensuring data security and privacy compliance.
  • Data protection regulations (e.g., GDPR, CCPA).
  • Safeguarding customer information.

2.9 Data Governance

  • Implementing data governance policies and practices.
  • Data ownership and responsibility.
  • Data access control and permissions.

2.10 Data Analytics Tools

  • Introduction to data analytics tools and software.
  • Hands-on experience with data analysis tools.
  • Generating insights from customer data.

2.11 Customer Data for Personalization

  • Leveraging customer data for personalized marketing and experiences.
  • Dynamic content and product recommendations.
  • A/B testing and optimization.

2.12 Case Studies and Best Practices

  • Examining real-world examples of effective customer data management.
  • Best practices in data collection, integration, and analysis.
  • Learning from data-driven organizations.

2.13 Assessment and Evaluation

  • Methods for assessing the quality and effectiveness of customer data management.
  • Key performance indicators (KPIs) for data quality.
  • Continuous improvement in data management processes.