Advanced Customer Relationship Management focuses on enhancing customer engagement strategies and deepening relationship-building skills. Learners will explore advanced strategies for client retention, develop tools for assessing customer needs, and create effective proposals to enhance their client retention efforts. The course will also address achieving customer success and satisfaction through strategic customer relationship management, demonstrating how to utilize Microsoft Dynamics 365 and Microsoft Copilot to streamline these processes.

This course equips learners with essential skills in data analysis and financial management to support effective decision-making in account management. Learners will explore techniques for managing financial data, analyzing key performance indicators, and using customer data to enhance account strategies. The course emphasizes technology-driven approaches — including Power BI, Excel, and Microsoft Copilot — to collect, process, and visualize data efficiently.

This course delves into project management principles and the integration of generative AI tools to enhance account management effectiveness. Learners will develop skills in planning and executing projects, managing digital content, and creating business process guidelines. The course will also explore strategic competencies and how they apply to account management with a focus on Microsoft 365 tools, Copilot, and best practices for digital content organization, including metadata tagging and modern search techniques.

This course focuses on developing negotiation skills and understanding the ethical practices critical to account management. Learners will explore advanced techniques for contract negotiation, tactics for engaging with prospective clients, and navigating regulatory and ethical challenges. Through practical exercises, learners will enhance their ability to secure win-win outcomes and maintain ethical standards in their professional practice while learning how to responsibly use AI tools such as Microsoft Copilot, with an emphasis on data privacy, human oversight, and legal compliance.