Module 4: CRM Technology and Tools-
4.1 Introduction to CRM Software
- Overview of Customer Relationship Management (CRM) software.
- Historical development of CRM technology.
- Key features and benefits of CRM software.
4.2 CRM Implementation and Customization
- The CRM implementation process.
- Customization and configuration of CRM systems.
- Aligning CRM with business processes.
4.3 CRM Integration
- Importance of integrating CRM with other systems (e.g., ERP, marketing automation).
- Data synchronization and real-time updates.
- API integration and middleware.
4.4 CRM Deployment Options
- On-premises vs. cloud-based CRM solutions.
- Pros and cons of different deployment models.
- SaaS (Software as a Service) CRM platforms.
4.5 User Training and Adoption
- Training strategies for CRM users.
- Promoting CRM adoption within the organization.
- User support and troubleshooting.
4.6 CRM Analytics and Reporting
- Generating insights from CRM data.
- Reporting tools and dashboards.
- Key performance indicators (KPIs) in CRM.
4.7 Mobile CRM
- Mobile CRM applications and advantages.
- Accessing CRM data on smartphones and tablets.
- Mobile CRM best practices.
4.8 Social CRM Tools
- CRM tools for social media management and monitoring.
- Social listening and engagement.
- Integrating social data into CRM.
4.9 Customer Self-Service Portals
- Creating self-service options for customers.
- Benefits of self-service portals.
- Design and usability considerations.
4.10 CRM and Marketing Automation
- Integrating CRM with marketing automation platforms.
- Lead management and lead scoring.
- Personalized marketing campaigns.
4.11 CRM for Sales and Pipeline Management
- CRM features for sales teams.
- Managing sales leads and opportunities.
- Sales forecasting and pipeline tracking.
4.12 CRM for Customer Support and Service
- CRM in customer support and service operations.
- Case management and ticketing systems.
- Service level agreements (SLAs).
4.13 Security and Data Privacy in CRM
- Data security in CRM systems.
- Role-based access control.
- Compliance with data protection regulations.
4.14 CRM Trends and Future Developments
- Emerging trends in CRM technology (e.g., AI, chatbots, voice assistants).
- The future of CRM and its impact on businesses.
4.15 Case Studies and Best Practices
- Real-world examples of successful CRM implementations.
- Best practices in CRM technology adoption.
- Learning from CRM success stories.
4.16 Assessment and Evaluation
- Methods for assessing the effectiveness of CRM technology and tools.
- Key performance indicators (KPIs) for CRM system performance.
- Continuous improvement in CRM technology usage.