CRM Strategies: Analyze, Design & Implement

Ends soon! Save on skills that make you shine with 40% off 3 months of Coursera Plus. Save now

CRM Strategies: Analyze, Design & Implement

This course is part of Customer-Centric CRM Strategy and Management Specialization

Instructor: EDUCBA

Included with

Learn more

2 modules

Gain insight into a topic and learn the fundamentals.

19 reviews

6 hours to complete

Flexible schedule

Learn at your own pace

2 modules

Gain insight into a topic and learn the fundamentals.

19 reviews

6 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Analyze CRM frameworks and strategic blueprints.
Apply PESTLE and SWOT for CRM audits.
Implement tools to enhance customer experience.

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

8 assignments

Taught in English

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

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

Build your subject-matter expertise

This course is part of the Customer-Centric CRM Strategy and 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 2 modules in this course

By the end of this course, learners will be able to define core CRM principles, analyze company insights, evaluate services and objectives, design strategic CRM blueprints, conduct audits, apply PESTLE and SWOT frameworks, and implement advanced CRM tools to enhance customer value and experience.

This course equips learners with the knowledge and skills to apply Customer Relationship Management (CRM) concepts in real-world business contexts through a structured case study approach. Participants will explore CRM foundations, including definitions, complements, company vision, and milestones, before progressing to strategic applications such as audits, environmental scans, and advanced tools like CSPM, CEVD, and CEM. Unlike generic CRM courses, this program blends practical case study analysis with strategic frameworks, enabling learners to not only understand theory but also apply it directly to business decision-making. By completing this course, learners will gain the ability to design and implement customer-centric strategies, optimize customer experiences, and strengthen long-term loyalty, making them more effective in roles across sales, marketing, and business strategy.

This module introduces learners to the fundamental principles of Customer Relationship Management (CRM) through a structured case study. It covers CRM basics, explores the company’s background, vision, and milestones, and examines the services offered, objectives, and key observations that shape CRM practices. Learners will gain a strong foundation in understanding how CRM aligns with organizational context and customer value creation.

What's included

9 videos4 assignments

9 videosTotal 61 minutes

Introduction to CRM-Case Study7 minutes
CRM Definition6 minutes
CRM-Complements2 minutes
Company Overview13 minutes
Company Vision and Mission6 minutes
IRIC Mileposts13 minutes
Services Offered5 minutes
Objective6 minutes
Key Observations3 minutes

4 assignmentsTotal 60 minutes

Understanding CRM Basics10 minutes
Company Insights & Direction10 minutes
Building the Service Landscape10 minutes
Graded-Foundations of CRM Excellence 30 minutes

This module delves into strategic CRM applications, focusing on the development and execution of CRM strategies, organizational ethos, and geographical assessments. It further explores auditing processes, environmental scanning tools like PESTLE and SWOT, and advanced CRM applications such as SCRM Complements, CSPM, CEVD, and CEM. Learners will develop the ability to apply analytical tools and strategic frameworks to optimize customer relationship management in dynamic business environments.

What's included

11 videos4 assignments

11 videosTotal 69 minutes

CRM Strategy4 minutes
Ethos Complements2 minutes
Geo Assessment5 minutes
SCRM Audit10 minutes
SCRM Audit Continue3 minutes
PESTLE Analysis6 minutes
SWOT Analysis6 minutes
SCRM-Complements2 minutes
CSPM10 minutes
CEVD9 minutes
CEM10 minutes

4 assignmentsTotal 60 minutes

Crafting the CRM Blueprint10 minutes
Auditing & Environmental Scans10 minutes
Advanced CRM Applications10 minutes
Graded-Strategic CRM & Advanced Analysis30 minutes

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructor

Instructor ratings

(16 ratings)

EDUCBA

1,343 Courses297,058 learners

Offered by

EDUCBA

Explore more from Marketing

EDUCBA
CRM: Analyze, Apply & Optimize Customer Success
Course
EDUCBA
Customer Relationship Management with Case Study
Course
Starweaver
Customer Relationship Management
Course
EDUCBA
Customer-Centric CRM Strategy and Management
Specialization

Why people choose Coursera for their career

Felipe M.

Learner since 2018

"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."

Jennifer J.

Learner since 2020

"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."

Larry W.

Learner since 2021

"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."

Chaitanya A.

"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

Learner reviews

5 stars
84.21%
4 stars
5.26%
3 stars
0%
2 stars
0%
1 star
10.52%

Showing 3 of 19

Reviewed on May 11, 2026

Clear lessons simplified CRM design and implementation concepts effectively.

Reviewed on Apr 5, 2026

Clear concepts helped improve customer relationship handling.

Reviewed on Apr 10, 2026

Informative CRM course, useful content, could include more advanced tools.

View more reviews

Frequently asked questions

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.

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.

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.