What you'll learn:
- Business Principles of Customer Relationship Management
- Multichannel Sales, Service, Marketing and Business Management
- Business principles of implementation of oCRM tools (Microsoft Dynamics 365 (CRM), Oracle Siebel CRM, Salesforce)
- Sales Management
- Service and claims Management
- Cross-sale and up-sale
- Digital Channels building
- Examples from Consumer Lending, Mortgage and other produc-lines of Retail Business
Welcome to course: Professional Diploma in Customer Relationship Management CRM by MTF Institute
Course provided by MTF Institute of Management, Technology and Finance
MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.
MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.
MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.
MTF is present in 208 countries and has been chosen by more than 380,000 students.
CRM stands for Customer Relationship Management. It refers to the strategies, technologies, and practices that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and sales growth.
Learning about CRM is important for companies and managers for several reasons:
Customer Satisfaction: CRM helps companies better understand their customers' needs, preferences, and behaviors. By analyzing customer data, companies can personalize their interactions, anticipate customer needs, and provide better service, leading to increased customer satisfaction and loyalty.
Sales and Marketing: CRM systems enable companies to track sales leads, manage marketing campaigns, and identify potential opportunities for cross-selling and upselling. By centralizing customer data and communication channels, CRM helps sales and marketing teams work more efficiently and effectively.
Data-Driven Decision Making: CRM provides valuable insights into customer trends, buying patterns, and sales performance. Managers can use this data to make informed decisions about product development, pricing strategies, and resource allocation.
Improved Communication and Collaboration: CRM systems facilitate communication and collaboration among different departments within an organization, such as sales, marketing, customer service, and finance. By sharing customer information and interactions, teams can work together to provide a seamless and cohesive experience for customers.
Competitive Advantage: Providing exceptional customer experiences is essential for standing out from the competition. Companies that invest in CRM and focus on building strong relationships with their customers are more likely to retain customers, attract new ones, and outperform their competitors.
Developing skills in CRM can support the building of a career in several ways:
Specialization: As CRM becomes increasingly important for businesses, there is a growing demand for professionals with expertise in CRM systems and strategies. By developing skills in CRM, individuals can specialize in this field and pursue career opportunities in sales, marketing, customer service, or CRM consulting.
Career Advancement: Proficiency in CRM can open up opportunities for career advancement, as companies value employees who can effectively manage customer relationships and drive business growth. Individuals with strong CRM skills may be considered for leadership roles or higher-level positions within their organizations.
Flexibility: CRM skills are transferable across industries and sectors, allowing individuals to explore diverse career paths. Whether working in retail, finance, healthcare, or technology, professionals with CRM expertise can apply their skills to improve customer relationships and drive business success.
Entrepreneurship: For individuals interested in starting their own businesses or consulting practices, CRM skills can be highly valuable. By helping other companies implement CRM systems and strategies, entrepreneurs can build a successful career as CRM consultants or specialists.
In summary, learning about CRM is important for companies and managers because it enhances customer satisfaction, drives sales and marketing efforts, facilitates data-driven decision making, improves communication and collaboration, and provides a competitive advantage. Developing skills in CRM can support the building of a career by enabling specialization, career advancement, flexibility, and opportunities for entrepreneurship.
