CRM Platforms at Sales, Service, Marketing and Business Management (Siebel, Dynamics CRM/365, Salesforce, SAP CRM)
β±οΈ Length: 1.7 total hours
β 4.00/5 rating
π₯ 64,408 students
π December 2025 update
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- Course Overview
- Embark on a comprehensive journey to master the strategic and operational facets of Customer Relationship Management (CRM) platforms. This diploma equips you with the knowledge and practical understanding to effectively leverage leading CRM technologies for enhanced business performance across sales, service, marketing, and overall business management.
- Delve into the core tenets of CRM, understanding its pivotal role in fostering customer loyalty and driving sustainable business growth in today’s competitive landscape.
- Explore the intricate dynamics of multichannel engagement, learning how to seamlessly integrate sales, service, and marketing efforts to create unified and impactful customer experiences.
- Gain insights into the business rationale and foundational principles behind the successful implementation of both on-premise (oCRM) and cloud-based (aCRM) CRM solutions.
- Understand how to strategically deploy and manage CRM functionalities to optimize sales pipelines, streamline customer service operations, and orchestrate sophisticated marketing campaigns.
- Discover the critical importance of integrating CRM with broader business management objectives, ensuring alignment with organizational goals and strategic direction.
- This program provides a deep dive into the practical application of CRM principles through relevant industry examples, particularly within the retail banking sector, showcasing its impact on consumer lending, mortgage services, and diverse product lines.
- Requirements / Prerequisites
- While no formal academic prerequisites are strictly mandated, a foundational understanding of business operations and customer service concepts would be beneficial.
- Familiarity with basic digital tools and online learning platforms is recommended for a smooth learning experience.
- A keen interest in leveraging technology to improve customer interactions and business processes is paramount.
- Participants should possess a desire to understand how data-driven insights from CRM can inform strategic decision-making.
- Skills Covered / Tools Used
- Strategic CRM Deployment: Understanding the business case and implementation roadmap for CRM initiatives.
- Customer Journey Mapping: Analyzing and optimizing customer touchpoints across various channels.
- Sales Force Automation: Enhancing lead management, opportunity tracking, and sales forecasting.
- Customer Service Excellence: Implementing effective case management, support ticketing, and service level agreements.
- Marketing Campaign Management: Designing and executing targeted marketing initiatives and analyzing their ROI.
- Data Analytics & Reporting: Utilizing CRM data to derive actionable insights and measure performance.
- Cross-selling & Up-selling Strategies: Identifying opportunities to increase customer lifetime value.
- Digital Channel Integration: Connecting CRM with web, mobile, and social media platforms.
- Platform Familiarity (Conceptual Understanding): While the course focuses on principles, it covers the business logic behind popular platforms like Salesforce, Microsoft Dynamics 365 (CRM), and Oracle Siebel CRM, along with aCRM concepts applicable to solutions like SAS MA, Microsoft Azure, and AWS.
- Benefits / Outcomes
- Enhanced Career Prospects: Gain in-demand skills sought by organizations across all industries.
- Strategic Business Acumen: Develop a holistic understanding of how CRM contributes to overarching business objectives.
- Practical Application: Translate theoretical CRM principles into tangible business improvements.
- Credible Certification: Earn an official MTF Institute Certificate and Student ID to validate your expertise.
- Improved Customer Engagement: Learn to build stronger, more profitable customer relationships.
- Optimized Operational Efficiency: Streamline sales, service, and marketing processes for greater productivity.
- Data-Driven Decision Making: Empower yourself to make informed decisions based on customer insights.
- Industry Relevance: Understand how CRM is applied in real-world scenarios, particularly within retail banking.
- PROS
- Breadth of Coverage: Addresses CRM across sales, service, marketing, and business management.
- Industry Relevance: Utilizes practical examples from retail business lines.
- Focus on Principles: Emphasizes the underlying business logic of CRM implementation.
- Recognized Certification: Provides a tangible credential to showcase newly acquired skills.
- Large Student Base: Indicates popularity and potentially a wealth of shared learning experiences.
- CONS
- Limited Hands-on Platform Training: The course focuses on business principles, not in-depth, hands-on technical training for specific CRM software.
Learning Tracks: English,Business,Sales
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