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.
CRM Integration and AI for Customer Management
CRM Integration and AI for Customer Management
This course is part of Microsoft Sales Toolkit with Generative AI Professional Certificate
Instructor: Microsoft
Access provided by ExxonMobil
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
- Microsoft Copilot
- Workflow Management
- Customer Insights
- Predictive Analytics
- Data Ethics
- Responsible AI
- Customer Engagement
- Customer Relationship Management
- Trend Analysis
- AI Personalization
- Customer Data Management
- Customer experience improvement
- AI Enablement
- Sales Strategy
- Sales
- Debugging
- Personalized Service
- Customer Retention
Tools you'll learn
Details to know
Shareable certificate
Add to your LinkedIn profile
Taught in English
Recently updated!
January 2026
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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 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
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
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
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.
What's included
6 videos3 readings8 assignments
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