Intermediate
Customer Relationship Management
3-4 Days
Classroom/Online/Hybrid
CRM Professional Certificate
About This Course
Build lasting customer relationships
Course Details
- • Duration: 3-4 Days
- • Mode: Classroom/Online/Hybrid
- • Level: Intermediate
- • Prerequisites: No prior experience required
- • Certification: CRM Professional Certificate
Course Outline
Comprehensive training program
Introduction to Customer Relationship Management (CRM)
Module - 0
Topics Covered:
- •What is CRM?
- •The evolution and importance of CRM in modern business
- •Key components and benefits of an effective CRM strategy
- •CRM vs. traditional customer management approaches
- •ROI and business impact of CRM implementation
Practical Exercises:
- ✓CRM strategy assessment
- ✓Business case development for CRM
Understanding Customer Behavior & Engagement
Module - 1
Topics Covered:
- •Customer lifecycle and journey mapping
- •Analyzing customer needs, expectations, and buying behavior
- •Strategies for effective communication and personalized interactions
- •Customer personas and segmentation strategies
- •Building customer trust and loyalty
Practical Exercises:
- ✓Customer journey mapping workshop
- ✓Persona development exercise
- ✓Engagement strategy planning
CRM Tools and Technology
Module - 2
Topics Covered:
- •Overview of popular CRM software (Salesforce, HubSpot, Zoho, etc.)
- •Data management, automation, and analytics in CRM
- •How to choose and implement the right CRM system for your business
- •CRM integration with existing business systems
- •Mobile CRM and cloud-based solutions
Practical Exercises:
- ✓CRM software comparison
- ✓System selection criteria development
- ✓Implementation planning
Sales and Marketing Automation with CRM
Module - 3
Topics Covered:
- •Integrating CRM with sales and marketing processes
- •Lead management, tracking, and nurturing through CRM
- •Email marketing, segmentation, and campaign management
- •Sales pipeline management and forecasting
- •Marketing automation and lead scoring
Practical Exercises:
- ✓Lead nurturing campaign design
- ✓Sales pipeline optimization
- ✓Marketing automation setup
Customer Service and Support Excellence
Module - 4
Topics Covered:
- •Enhancing customer experience through CRM-driven support
- •Managing customer feedback and complaints effectively
- •Building long-term customer relationships through engagement strategies
- •Omnichannel customer service integration
- •Customer satisfaction measurement and improvement
Practical Exercises:
- ✓Customer service workflow design
- ✓Complaint resolution process
- ✓Satisfaction survey development
CRM Data Analysis and Reporting
Module - 5
Topics Covered:
- •Using CRM analytics to measure customer satisfaction and business growth
- •Customer segmentation and predictive analytics
- •Reporting and dashboard insights for decision-making
- •Key performance indicators (KPIs) for CRM success
- •Data quality management and governance
Practical Exercises:
- ✓Analytics dashboard creation
- ✓KPI development workshop
- ✓Predictive modeling exercise
Implementing a Successful CRM Strategy
Module - 6
Topics Covered:
- •Best practices for CRM implementation
- •Overcoming common challenges in CRM adoption
- •Aligning CRM strategies with business objectives
- •Change management and user adoption strategies
- •Measuring CRM success and continuous improvement
Practical Exercises:
- ✓CRM implementation roadmap
- ✓Change management plan
- ✓Success metrics definition
What You Gain
Understand the fundamentals and importance of CRM
Understand the fundamentals and importance of CRM
Develop and implement effective customer relationship strategies
Develop and implement effective customer relationship strategies
Utilize CRM software and tools for data management and automation
Utilize CRM software and tools for data management and automation
Improve customer engagement, loyalty, and retention
Improve customer engagement, loyalty, and retention
Align CRM strategies with business objectives for maximum impact
Align CRM strategies with business objectives for maximum impact
Analyze customer data to drive business decisions
Analyze customer data to drive business decisions
Design and execute successful CRM campaigns
Design and execute successful CRM campaigns
Measure and optimize CRM performance
Measure and optimize CRM performance
Who Should Attend
Sales and Marketing Professionals
Customer Service Representatives & Managers
Business Owners & Entrepreneurs
CRM Consultants & Analysts
IT Professionals & CRM System Administrators
Account Managers and Relationship Managers
Digital Marketing Specialists
Business Development Professionals
100,000
Duration:3-4 Days
Format:Classroom/Online/Hybrid
Next Date:October 15-20, 2025
Location:Lagos, Nigeria / Virtual
Industry-recognized certification
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