Intermediate
Customer Relationship Management
3-4 Days
Classroom/Online/Hybrid
October 15-20, 2025
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
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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