Learners will define core CRM concepts, analyze organizational strategies, apply analytical frameworks, and implement advanced CRM tools to strengthen customer relationship management. Through a practical case study, this course demonstrates how CRM integrates with vision, mission, and business objectives to create strategic alignment. Participants will explore key observations, conduct geo-profiling, and evaluate CRM audits, gaining insights into both internal performance and external environments using PESTLE and SWOT analyses.

By completing this course, learners will develop the ability to assess customer data, evaluate organizational effectiveness, and apply automation tools such as Sales Force Automation, Marketing Automation, and Service Automation. These skills will enable them to design CRM strategies that improve customer engagement, streamline operations, and align with long-term business goals. What makes this course unique is its real-world case study approach, which bridges theoretical concepts with practical application, ensuring learners not only understand CRM frameworks but also apply them to solve complex organizational challenges. This course is designed for professionals and students who want actionable skills in CRM strategy and execution.