Module 5: Customer Relationship Management (CRM)

Module 5: Customer Relationship Management (CRM)-

Introduction to CRM

Customer Segmentation and Profiling

Customer Data Collection and Management

Customer Engagement Strategies

CRM Tools and Technologies

Lead Management and Sales Automation

Customer Support and Service

Customer Retention Strategies

Cross-selling and Upselling

CRM Analytics and Reporting – Tracking customer interactions and behaviors – Key performance indicators (KPIs) for CRM – Generating reports and insights from CRM data

Ethical Considerations in CRM – Ethical guidelines for CRM practices – Data protection and privacy regulations – Transparency and consent in data usage

CRM Implementation and Integration – Steps in CRM system implementation – Integrating CRM with marketing, sales, and support functions – Change management and user adoption

CRM Case Studies and Best Practices – Analyzing successful CRM implementations – Real-world examples of CRM-driven growth – Best practices and lessons learned