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CRM Integration and AI for Customer Management

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CRM Integration and AI for Customer Management

This course is part of Microsoft Sales Toolkit with Generative AI Professional Certificate

Instructor: Microsoft

Included with

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4 modules

Gain insight into a topic and learn the fundamentals.

Advanced level

Recommended experience

3 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.

Advanced level

Recommended experience

3 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

Skills you'll gain

Tools you'll learn

Customer Relationship Management (CRM) Software

Details to know

Shareable certificate

Add to your LinkedIn profile

See how employees at top companies are mastering in-demand skills

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Build your Marketing expertise

This course is part of the Microsoft Sales Toolkit with Generative AI Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

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 from Microsoft

There are 4 modules in this course

This course focuses on leveraging AI tools to enhance CRM systems, enabling enriched customer relationship management and data-driven sales decisions. Learners will explore how to integrate generative AI with CRM platforms to personalize customer experiences and improve relationship management. It will also include multi-stage CRM workflow construction, Copilot-powered reporting, and hands-on troubleshooting labs. Privacy, compliance, and data-quality checks foregrounded.

Module details

This module focuses on leveraging AI tools to enhance CRM systems, enabling enriched customer relationship management and data-driven sales decisions. Learners will explore how to integrate generative AI with CRM platforms to personalize customer experiences and improve relationship management. It will also include multi-stage CRM workflow construction, Copilot-powered reporting, and hands-on troubleshooting labs. Privacy, compliance, and data-quality checks are foregrounded.

What's included

6 videos3 readings7 assignments

6 videosTotal 22 minutes

CRM Transformation Through AI Integration4 minutes
CRM Platform AI Integration Analysis3 minutes
Implementation Excellence in CRM-AI Integration4 minutes
AI-CRM Dashboard Creation and Optimization3 minutes
Strategic Alignment Success in AI-CRM4 minutes
Strategic AI Integration and Quality Assessment in CRM3 minutes

3 readingsTotal 75 minutes

Strategic AI-CRM Integration Foundations25 minutes
Practical AI-CRM Implementation Strategies25 minutes
Strategic AI-CRM Goal Alignment25 minutes

7 assignmentsTotal 315 minutes

Integrating AI with CRM Systems30 minutes
AI Integration Opportunity Assessment45 minutes
AI-CRM Integration Foundations30 minutes
Comprehensive AI-CRM Implementation90 minutes
Implementation Excellence30 minutes
Strategic Alignment and Quality Assessment60 minutes
Strategic Alignment Mastery30 minutes

This module focuses on using AI technologies to create personalized customer experiences and improve retention. Learners will explore how to enhance customer segmentation and targeting with AI-driven insights, while tailoring communications and engagement strategies using AI data. The module includes iterative CRM-linked Copilot features to create comprehensive prompt libraries and systematic customer nurturing approaches.

What's included

6 videos3 readings7 assignments

6 videosTotal 26 minutes

Personalization Excellence Through AI4 minutes
AI Personalization Workflow Development4 minutes
Segmentation Success Through AI Analytics4 minutes
AI-Powered Segmentation Analytics4 minutes
Communication Success Strategy Through AI5 minutes
AI-Assisted Communication Strategy Development5 minutes

3 readingsTotal 75 minutes

Strategic AI-Driven Customer Personalization25 minutes
Advanced AI-Enhanced Customer Segmentation25 minutes
Strategic AI-Enhanced Communication Planning25 minutes

7 assignmentsTotal 270 minutes

Personalizing Customer Interactions with AI Assessment30 minutes
Comprehensive Personalization System Development45 minutes
Personalization Excellence30 minutes
Advanced Segmentation System Development45 minutes
Segmentation Excellence30 minutes
Strategic Communication Plan Development60 minutes
Communication Strategy Mastery30 minutes

This module focuses on analyzing CRM data with AI tools for actionable sales insights, identifying trends and patterns through AI-enhanced data analysis, and leveraging CRM insights to refine sales strategies and improve outcomes. Emphasis is placed on running scenarios where Copilot analytics may misclassify trends, requiring systematic error detection, documentation, and correction protocols.

What's included

6 videos3 readings7 assignments

6 videosTotal 23 minutes

Data-Driven Sales Transformation4 minutes
Comprehensive AI Data Analysis Workflow4 minutes
Trend Identification for Competitive Advantage5 minutes
AI Trend Analysis and Validation3 minutes
Strategic Success Through CRM Insights4 minutes
Strategic Planning with CRM Data Integration3 minutes

3 readingsTotal 115 minutes

Strategic AI-Driven CRM Data Analysis25 minutes
Strategic Business Trend Analysis with AI45 minutes
Strategic CRM Data Application45 minutes

7 assignmentsTotal 330 minutes

Analyzing CRM Data for Sales Insights Assessment30 minutes
Complete Sales Data Analysis System90 minutes
Data Analysis Excellence30 minutes
Advanced Trend Analysis and Validation60 minutes
Trend Analysis Mastery30 minutes
Comprehensive Strategic Plan Development60 minutes
Strategic Application Excellence30 minutes

This module focuses on leveraging AI analytics to monitor and optimize customer engagement through comprehensive CRM metrics analysis. Students will master systematic approaches to measuring engagement effectiveness, identifying improvement opportunities, and implementing data-driven strategies that enhance customer relationships and retention. The module emphasizes developing critical evaluation skills for AI-generated insights while building expertise in translating engagement data into strategic actions that drive business results.