Customer Relationship Management (CRM) Certification with insights from Zoho Corp

Prepares you for Customer Success, Client Service, and Relationship Manager roles in banks, telecoms, and service industries.

NOTE: Payment covers 1-month course module, CBT exam and certificate issuance. You'll be automatically redirected to the course module after payment (kindly bookmark course module page immediately).

Course Overview: 10 Modules

• Module 01: What is CRM?
• Definition, types, history, and business value.
• Module 02: Customer Strategy & Segmentation
• Target markets, personas, and customer lifetime value.
• Module 03: Customer Acquisition
• Lead generation, sales funnel management, and campaigns.
• Module 04: Sales Force Management
• Pipeline management, forecasting, KPIs, and coaching.
• Module 05: Customer Service & Support
• Service models, SLAs, escalation, and helpdesk management.
• Module 06: CRM Technology & Systems
• Platform selection, integration, and data management.
• Module 07: Marketing Automation
• Email campaigns, nurture tracks, and personalisation.
• Module 08: Customer Retention & Loyalty
• Churn reduction, loyalty programs, and Net Promoter Score (NPS).
• Module 09: Analytics & Reporting
• Dashboards, metrics, and data-driven decision making.
• Module 10: CRM Strategy & Implementation
• Roadmap development, change management, and ROI measurement.