Curriculum
- 10 Sections
- 132 Lessons
- 10 Weeks
Expand all sectionsCollapse all sections
- Fundamental of Marketing1
- CRM Metrics and Key Performance Indicators (KPIs)17
- 2.1Customer Acquisition Cost (CAC)
- 2.2Customer Lifetime Value (CLV or LTV)
- 2.3Customer Retention Rate
- 2.4Customer Churn Rate
- 2.5Net Promoter Score (NPS)
- 2.6Conversion Rate
- 2.7Average Revenue Per User (ARPU)
- 2.8Customer Satisfaction (CSAT)
- 2.9Lead-to-Customer Conversion Rate
- 2.10Response Time
- 2.11Customer Support Ticket Resolution Time
- 2.12Upsell and Cross-sell Rates
- 2.13Social Media Engagement
- 2.14Customer Feedback and Surveys
- 2.15Percentage of Repeat Business
- 2.16Case Studies
- 2.17Rest
- Customer Segmentation13
- 3.1Advanced Analytics and Machine Learning
- 3.2Customer Lifetime Value (CLV) Segmentation
- 3.3Behavioral Segmentation
- 3.4RFM Analysis
- 3.5Persona Development
- 3.6Real-time Personalization
- 3.7Omni-Channel Integration
- 3.8Geographic Segmentation
- 3.9Social Media Listening
- 3.10Dynamic Content Personalization
- 3.11A/B Testing for Personalization
- 3.12Case Studies
- 3.13Rest
- Data Analytics in CRM12
- Customer Journey Mapping16
- 5.11- Advanced Customer Journey Mapping Techniques
- 5.2Cross-Channel Mapping
- 5.3Persona-Specific Mapping
- 5.4Real-Time Journey Mapping
- 5.5Emotion Mapping
- 5.6Quantitative Analysis
- 5.72- Implementing Improvements Based on Insights
- 5.8Identify Key Pain Points
- 5.9Collaborative Problem Solving
- 5.10Incorporate Customer Feedback
- 5.11Iterative Testing and Prototyping
- 5.12Technology Integration
- 5.13Employee Training and Engagement
- 5.14Continuous Monitoring
- 5.15Case Studies
- 5.16Rest
- Strategic CRM9
- Omni-Channel Integration12
- 7.1Unified Customer Profiles
- 7.2Real-Time Data Synchronization
- 7.3360-Degree View of Customer Interactions
- 7.4Consistent Brand Messaging
- 7.5Integrated Communication Channels
- 7.6Cross-Channel Analytics
- 7.7Mobile Integration
- 7.8Workflow Automation
- 7.9Training and Education
- 7.10Adaptability and Scalability
- 7.11Case Studies
- 7.12Rest
- Customer Retention Strategies12
- Cross-Selling and Upselling18
- 9.11- Cross-Selling Strategies
- 9.2Understand Customer Needs
- 9.3Segmentation
- 9.4Bundle Offers
- 9.5Personalized Recommendations
- 9.6Timing is Key
- 9.72- Upselling Strategies
- 9.8Highlight Premium Options
- 9.9Limited-Time Offers
- 9.10Customer Education
- 9.11Loyalty Programs
- 9.123- Integrating Cross-Selling into the Customer Experience
- 9.13Seamless Integration
- 9.14Consistent Messaging
- 9.15Omnichannel Approach
- 9.16Customer Feedback and Iteration
- 9.17Case Studies
- 9.18Rest
- CRM in B2B and B2C Environments22
- 10.11- B2B CRM Strategies
- 10.2Long-Term Relationship Building
- 10.3Account-Based Marketing (ABM)
- 10.4Integration with Sales Processes
- 10.5Customization and Scalability
- 10.6Collaboration Tools
- 10.7Data Security and Compliance
- 10.82- B2C CRM Strategies
- 10.9Personalization at Scale
- 10.10Multi-Channel Engagement
- 10.11Quick Decision-Making
- 10.12Loyalty Programs and Retention
- 10.13E-commerce Integration
- 10.14Mobile Optimization
- 10.153- Common Considerations
- 10.16Data Analytics
- 10.17Automation
- 10.18Customer Feedback
- 10.19Case Studies
- 10.20Rest
- 10.21Exam
- 10.22Contact Form