Coursera Cuts Jobs Despite $100M Revenue Milestone

Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

Indian Institute of Management Bangalore

Customer Relationship Management

Indian Institute of Management Bangalore via edX

Go to class Write review

Overview

Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.

Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.

In this course, you will learn how to shift from a short-term customer transaction based mode of operation to a long-term relationship mode and understand the benefits of having strong customer relations.

Topics covered include:

  • Customer retention
  • Customer centricity
  • Customer lifetime value
  • Customer value management

Syllabus

Week 1 : Introduction to CRM
Meaning and definition of CRM, benefits of CRM, why should businesses adopt CRM

Week 2 : Building Customer Relationships
The why’s and how’s of building relationships with customers.

Week 3 : Economics of CRM
Lifetime value of customer, Activity based costing for customer profitability analysis

Week 4 : CRM Applications
Applications of CRM in different industries

Week 5 : CRM in Business Markets
CRM practices in Business Markets

Week 6 : CRM implementation
CRM implementation process, precautions related to CRM implementation.

Taught by

Shainesh G

Tags

Reviews

4.1 rating, based on 8 Class Central reviews

4.6 rating at edX based on 28 ratings

Start your review of Customer Relationship Management

  • Anonymous
    I took Customer Relationship Management course in order to effectively and efficiently serve my business clients to meet and exceed their expectations. I wasn't dissapointed with the inserts shared and the learners participation.
  • Abhijeet Kumar
    Amazing experience, helpful for career , if you want to do good job than this course is very helpful to you guys
    I highly recommend this course
  • Profile image for Winner Wan
    Winner Wan
    This course is very helpfull for me to management my account, which professional to summarized how to define the client how to manage client ... still need take more time to study it
  • Princess Sombi
    .I like this course because it's really help me to know how to communicate with people, before I was a shy person, but with CRM now I know how to relate will customers
  • Anonymous
    I enjoyed the course and the study of CRM broadened my view on how best to manage and sustain business relationships in a highly competitive environment
  • Anonymous
    Good content but some concepts were a little hard to understand. perhaps because they were based on Indian businesses and experiences.
  • Profile image for Sylviamaki
    Sylviamaki
    Am sylvia Maki,I was working as a domestic woker at Waterkloof Ridge,I lost my job bck of covid 19 but am willing to do better than this ,that's why I started to do course to find more jobs thanx
  • Anonymous
    It's a good course to understand the impact of CRM inside a company. I would recommend it to everyone who wants to have a better knowledge of the subject.
Go to class

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Sign up for free
Someone learning on their laptop while sitting on the floor.