Build practical expertise in Customer Relationship Management (CRM) by connecting core concepts, strategic analysis, and advanced applications through a real-world case study. Designed for professionals and students seeking actionable CRM strategy and execution skills, this course shows how CRM aligns with an organization’s vision, mission, milestones, business objectives, and customer needs.

You’ll examine company background and business verticals, interpret key observations, and formulate customer-focused CRM strategies. You’ll apply customer profiling techniques, conduct CRM audits, and use PESTLE and SWOT analysis to evaluate organizational performance and the external environment. You’ll also explore operational CRM complements and implement Sales Force Automation, Marketing Automation, and Service Automation to streamline sales, marketing, and service processes. What makes this course distinctive is its case-study-driven progression from CRM foundations to strategic evaluation and advanced practice. By the end, you’ll be able to assess customer data, evaluate CRM effectiveness, and design aligned strategies that strengthen customer engagement, improve operational efficiency, and support long-term business goals. Enroll to develop practical CRM analysis and implementation skills grounded in an organizational context.