Manage Your Customer Relationships With CRM

Part 1 - Map Your Customers' Journey
1. Get the most out of this course
2. Discover Why Mapping a Customer Journey is Important
3. Follow the Customer Trail
4. Map the Steps of Your Customer Journey Back to Your Sales Funnel
5. Visualize Qualitative Customer Data Along the Journey
6. Identify How Stakeholders Currently Meet Customer Expectations
7. Get some practice mapping a customer journey

Part 2 - Define a CRM Strategy Which Improves Customer Satisfaction
1. Define the Objectives of Your CRM Strategy
2. Review Your Current CRM Software
3. Improve Workflows of Both Customer-Facing and Back-Office Teams
4. Improve User Experience by Defining Metrics With the HEART Framework
5. Consider Combining Your Analytics Into a Single Customer View (SCV)
Quiz: Define a CRM Strategy Which Improves Customer Satisfaction

Part 3 - Implement CRM in Your Marketing Efforts
1. Determine Relevant Content for Your Customer Segments
2. Create Customer-Centric Marketing Content
3. Automate Push and Pull Marketing Efforts
4. Demonstrate the Improved Business Value Over Time
Quiz: Implement CRM in Your Marketing Efforts

Certificate

Mike Weston
I wear many hats, including Advisor, Mentor, NED, Keynote Speaker, and Author. I am the founder of SMTW Advisory