Learning Outcomes

In this free course, you will learn how to:

• Define core CRM principles in simple terms for customer service work
• Describe how customer information is stored and used in CRM systems
• Explain how CRM strategy and planning guide customer relationship work
• Identify key types of customer data used across CRM activities
• Apply CRM communication methods to engage customers effectively
• Analyse CRM data to spot performance and service improvement needs
• Compare different CRM communication and engagement practices
• Estimate CRM adoption, quality, and long-term use in teams
• Outline steps to improve and optimise CRM processes in daily work
• Create a simple plan to improve CRM performance and usage
• State why CRM is important for long-term customer relationships
• Summarise CRM foundations, execution, and improvement processes