Retail: Customer Relationship Management
Description
End-to-end study of principles, best practices, and IT systems for managing customer relationships in retail—including acquisition, retention, service, and loyalty-building through digital platforms.
Learning Objectives
Learners will identify CRM strategies, select and implement relevant IT platforms, monitor KPIs for customer engagement, and orchestrate campaigns for retention and lifetime value maximization.
Topics (9)
About contact management, engagement, retention, and how CRM integrates across commerce platforms.
Comparison of popular CRM platforms, implementation lifecycle, and success metrics.
Explains data deduplication, data governance, and synchronization for single customer view.
Paid/organic acquisition, omni-channel campaigns, incentive levers, and user experience IT.
Details loyalty analytics, predictive churn modeling, and targeted retention IT campaigns.
Explains omnichannel communication tools, customer journey orchestration, and feedback capture.
Describes rule-based engines, A/B testing, segmentation, multi-touch drip campaigns, and reporting IT.
Explores surveys, social media monitoring, NPS/CSAT tools, and IT-enabled feedback loops.
Reviews examples and platforms enabling cutting-edge CRM for engagement and loyalty.