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Customer Relationship Management with Case Study

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Customer Relationship Management with Case Study

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

Instructor: EDUCBA

Included with

Learn more

3 modules

Gain insight into a topic and learn the fundamentals.

12 reviews

6 hours to complete

Flexible schedule

Learn at your own pace

3 modules

Gain insight into a topic and learn the fundamentals.

12 reviews

6 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Analyze CRM strategies using PESTLE and SWOT.
Apply automation tools to enhance customer engagement.
Design CRM frameworks aligned with business goals.

Skills you'll gain

Tools you'll learn

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

10 assignments

Taught in English

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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 3 modules in this course

Learners will define core CRM concepts, analyze organizational strategies, apply analytical frameworks, and implement advanced CRM tools to strengthen customer relationship management. Through a practical case study, this course demonstrates how CRM integrates with vision, mission, and business objectives to create strategic alignment. Participants will explore key observations, conduct geo-profiling, and evaluate CRM audits, gaining insights into both internal performance and external environments using PESTLE and SWOT analyses.

By completing this course, learners will develop the ability to assess customer data, evaluate organizational effectiveness, and apply automation tools such as Sales Force Automation, Marketing Automation, and Service Automation. These skills will enable them to design CRM strategies that improve customer engagement, streamline operations, and align with long-term business goals. What makes this course unique is its real-world case study approach, which bridges theoretical concepts with practical application, ensuring learners not only understand CRM frameworks but also apply them to solve complex organizational challenges. This course is designed for professionals and students who want actionable skills in CRM strategy and execution.

Module details

This module introduces the CRM case study, explains key definitions, and outlines the organizational context. Learners explore company background, vision, mission, business verticals, and objectives, establishing a foundation for understanding how CRM strategy is embedded within business practices.

What's included

8 videos3 assignments

8 videosTotal 66 minutes

Introduction to Case Study6 minutes
CRM Definition8 minutes
CRM Complements3 minutes
Company Overview13 minutes
Vision and Mission Statement8 minutes
IRIC Mileposts14 minutes
Business Verticals8 minutes
Objective5 minutes

3 assignmentsTotal 50 minutes

Case Study Context and CRM Fundamentals10 minutes
Company Profile and Strategic Vision10 minutes
Foundations of CRM and Case Study Introduction30 minutes

This module emphasizes strategic evaluation through observations, profiling, audits, and analytical frameworks. Learners examine how businesses assess customer data, organizational processes, and external environments using methods like PESTLE and SWOT to inform robust CRM strategies.

What's included

8 videos4 assignments

8 videosTotal 51 minutes

Key Observations3 minutes
CRM Strategy6 minutes
Ethos Complements4 minutes
Geo Assessment Profiling7 minutes
CRM Audit9 minutes
CRM Audit Continue6 minutes
PESTLE Analysis7 minutes
SWOT Analysis10 minutes

4 assignmentsTotal 60 minutes

Key Observations and CRM Strategy10 minutes
Assessment and Audit Processes10 minutes
Environmental and Strategic Analysis10 minutes
Analytical Insights and Strategic Evaluation30 minutes

This module explores advanced CRM applications including operational complements, Sales Force Automation, Marketing Automation, and Service Automation. Learners discover how integrated tools streamline sales, marketing, and service operations to enhance customer engagement and business efficiency.