What customer relationship management skills will I develop in this course?

You’ll learn customer retention strategies, needs assessment techniques, proposal development, customer satisfaction analysis, and long-term relationship management practices.

How is AI used in customer relationship management?

AI tools can support customer engagement planning, retention analysis, proposal drafting, CRM insights, and customer satisfaction monitoring.

When will I have access to the lectures and assignments?

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

What will I get if I subscribe to this Specialization?

When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

Is financial aid available?

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

Advanced Customer Relationship Management

This course is part of Microsoft AI-Powered Sales & Relationship Management Specialization

Instructor: Microsoft

Included with

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4 modules

Gain insight into a topic and learn the fundamentals.

Intermediate level

Recommended experience

2 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

Intermediate level

Recommended experience

2 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Apply customer retention and engagement strategies using CRM insights
Conduct needs assessments and develop customized client solutions
Create AI-assisted proposals and presentation materials using Microsoft tools
Monitor customer satisfaction and build long-term relationship strategies

Details to know

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Build your subject-matter expertise

This course is part of the Microsoft AI-Powered Sales & Relationship 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 4 modules in this course

Strengthen your customer relationship management skills through retention strategies, needs assessment methodologies, proposal development, and customer success planning enhanced by AI-assisted tools and workflows. This course focuses on creating long-term customer value through strategic engagement and data-informed relationship management practices. You’ll explore customer retention analysis, CRM-driven engagement strategies, needs assessment frameworks, proposal development, and customer success management techniques using Microsoft Copilot and Microsoft business applications.

By the end of this course, you will be able to analyze customer retention trends using CRM insights and AI-assisted tools; conduct client needs assessments and develop customized solutions; create persuasive proposals and presentation materials using Microsoft Copilot and Microsoft business applications; monitor customer satisfaction and engagement metrics; and develop long-term relationship management strategies that support customer success and account growth. This course is designed for sales professionals, account managers, customer success specialists, client relationship managers, and business development professionals seeking to strengthen customer engagement and retention using AI-enhanced CRM workflows and strategic relationship management techniques.

Module details

Client Retention Strategies explores proven methodologies for converting one-time customers into loyal, repeat clients through strategic retention programs and personalized engagement approaches. Students will learn to identify key retention indicators, design loyalty initiatives, and leverage CRM data to create targeted retention campaigns. The module emphasizes the financial impact of retention versus acquisition and how to build systematic approaches to client loyalty while leveraging AI-powered insights to enhance retention strategies.

What's included

9 videos4 readings7 assignments

9 videosTotal 36 minutes

Beyond the Transaction: Building Client Partnerships That Last4 minutes
The Retention Advantage – From One-Time Buyers to Loyal Advocates3 minutes
Leveraging Dynamics 365 CRM for Retention Success – Part 15 minutes
Leveraging Dynamics 365 CRM for Retention Success – Part 24 minutes
Engagement That Drives Growth4 minutes
Conducting High-Impact Virtual Client Sessions with Copilot3 minutes
Preventing Churn Before It Happens4 minutes
Visualizing Customer Data with Power BI and Excel – Part 15 minutes
Visualizing Customer Data with Power BI and Excel – Part 26 minutes

4 readingsTotal 40 minutes

AI-Enhanced Advanced Career Skills for Account Managers10 minutes
Building Customer Loyalty Through Strategic Retention10 minutes
Strategic Customer Engagement Frameworks10 minutes
Customer Churn Analysis and Prevention with Copilot Insights10 minutes

7 assignmentsTotal 180 minutes

Client Retention Strategies Assessment45 minutes
Design a Loyalty Program25 minutes
Client Retention Fundamentals20 minutes
Host Strategic Client Engagement Session25 minutes
Customer Engagement Excellence20 minutes
Conduct Churn Analysis Project25 minutes
Churn Analysis Mastery20 minutes

Needs Assessment and Customized Solutions focuses on developing comprehensive skills in conducting client needs assessments and creating customized solutions that drive client success and satisfaction. Learners will explore systematic methodologies for identifying client gaps, develop tailored solutions that address specific requirements, and evaluate the effectiveness of implemented solutions to ensure continuous improvement and delivery of client value.

What's included

6 videos3 readings7 assignments

6 videosTotal 28 minutes

Why Thorough Needs Assessment Changes Everything3 minutes
Building Assessment Templates in Excel7 minutes
Solutions That Transform Client Relationships4 minutes
AI-Assisted Solution Development4 minutes
The Power of Measuring Solution Success5 minutes
Creating Performance Dashboards5 minutes

3 readingsTotal 30 minutes

Mastering Client Needs Assessment10 minutes
Designing Tailored Client Solutions from Needs Assessment to Implementation10 minutes
Solution Performance Evaluation10 minutes

7 assignmentsTotal 180 minutes

Needs Assessment and Solutions Assessment45 minutes
Designing a Needs Assessment Template in Excel25 minutes
Assessment Methodology20 minutes
Create Tailored Solution Proposal25 minutes
Solution Development Skills20 minutes
Conduct Solution Performance Review25 minutes
Performance Evaluation Mastery20 minutes

Proposal Writing and Presentation focuses on developing advanced skills in proposal creation and presentation that transform client insights into compelling business cases for strategic partnerships. Learners will explore proven methodologies for crafting persuasive proposals, designing engaging presentations, and delivering communications that drive decision-maker engagement and secure client commitment to strategic initiatives.

What's included

6 videos3 readings7 assignments

6 videosTotal 33 minutes

Proposals That Transform Business Relationships5 minutes
AI-Enhanced Proposal Writing with Word Copilot5 minutes
Presentations That Transform Decisions5 minutes
Building Compelling Presentations with PowerPoint Copilot6 minutes
Communication That Converts Stakeholders5 minutes
Virtual Presentation Best Practices7 minutes

3 readingsTotal 30 minutes

Strategic Proposal Development10 minutes
High-Impact Proposal Presentations10 minutes
Advanced Client Presentation Communication Strategies10 minutes

7 assignmentsTotal 180 minutes

Proposal Writing and Presentation Assessment45 minutes
Develop Winning Client Proposal25 minutes
Proposal Excellence20 minutes
Create Professional Proposal Presentation25 minutes
Presentation Mastery20 minutes
Deliver Compelling Proposal Presentation25 minutes
Communication Excellence20 minutes

Customer Success and Satisfaction focuses on implementing comprehensive customer success strategies that ensure clients achieve their desired outcomes while strengthening long-term account relationships. Learners will explore systematic approaches to customer success management, satisfaction monitoring, and strategic relationship building that create sustainable partnerships extending beyond transactional interactions. The module emphasizes proactive value creation, systematic feedback collection, and the development of strategic partnerships that drive mutual success and account growth.

What's included

6 videos3 readings8 assignments

6 videosTotal 33 minutes

Customer Success as Competitive Advantage4 minutes
Customer Success Planning and Tracking7 minutes
Feedback That Transforms Relationships5 minutes
Creating Effective Customer Surveys6 minutes
Partnerships That Last Decades5 minutes
CRM-Powered Relationship Management7 minutes

3 readingsTotal 30 minutes

Foundations of Customer Success Management10 minutes
Customer Satisfaction Measurement and Improvement10 minutes
Strategic Relationship Management10 minutes

8 assignmentsTotal 295 minutes

Customer Success and Satisfaction45 minutes
Course Project: Comprehensive Customer Relationship Strategy Portfolio120 minutes
Develop Customer Success Framework20 minutes
Service Excellence Fundamentals20 minutes
Design and Analyze Satisfaction Survey25 minutes
Satisfaction Monitoring Excellence20 minutes
Create a Strategic Relationship Management Plan25 minutes
Strategic Relationship Excellence20 minutes