COURSE
Consumer Goods: Customer Relationship Management (CRM) & Engagement
INR 59
Description
Focuses on the evolution, tools, and best practices for customer relationship management and digital engagement strategy in Consumer Goods, emphasizing IT enablement.
Learning Objectives
Learners will utilize and implement CRM systems, optimize digital engagement, and increase customer loyalty with technology tools.
Topics (5)
1
History and Evolution of CRM
Early relationship tools to modern cloud CRM and omnichannel engagement.
2
CRM Data Management
Data models, single customer view, integration with other IT systems.
3
Customer Segmentation and Personalization
Micro-segmentation, behavioral data, recommendation engines.
4
Digital Engagement & Social CRM
Omnichannel messaging, campaign analytics, influence metrics.
5
CRM Implementation and Adoption Challenges
Deployment planning, adoption hurdles, training, and continuous improvement.