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Indian Institute of Management Bangalore

Customer Relationship Management

Indian Institute of Management Bangalore via edX


Customer Relationship Management, also known as CRM, helps businesses successfully implement strategies, practices and technolgies aimed at winning and retaining customers profitably. The objective of this business and management course is to equip you with a sound foundation of CRM concepts and best practices so you can implement CRM practices successfully for long-term profitability.

Businesses aim to win and keep customers. Their competitors also seek to do the same. Even the most successful firms, with excellent marketing programs for attracting customers, have trouble with customer retention.

In this course, you will learn how to shift from a short-term customer transaction based mode of operation to a long-term relationship mode and understand the benefits of having strong customer relations.

Topics covered include:

  • Customer retention
  • Customer centricity
  • Customer lifetime value
  • Customer value management


Week 1 : Introduction to CRM
Meaning and definition of CRM, benefits of CRM, why should businesses adopt CRM

Week 2 : Building Customer Relationships
The why’s and how’s of building relationships with customers.

Week 3 : Economics of CRM
Lifetime value of customer, Activity based costing for customer profitability analysis

Week 4 : CRM Applications
Applications of CRM in different industries

Week 5 : CRM in Business Markets
CRM practices in Business Markets

Week 6 : CRM implementation
CRM implementation process, precautions related to CRM implementation.

Taught by

Shainesh G



3.6 rating, based on 8 Class Central reviews

Start your review of Customer Relationship Management

  • Profile image for Rupali Chakraborty
    Rupali Chakraborty

    Rupali Chakraborty completed this course.

    I am looking for certificate for CRM course, but not yet received . It is very unfortunate as I really worked hard to get this certificate. The course end date is Feb 21st 2018 . So it is not yet archived. it’s a matter of of few hours ;so you should consider. I did this course for last one and half months and was really looking forward to get the certificate .
  • Anonymous

    Anonymous completed this course.

    I took Customer Relationship Management course in order to effectively and efficiently serve my business clients to meet and exceed their expectations. I wasn't dissapointed with the inserts shared and the learners participation.
  • Winner Wan completed this course, spending 1 hours a week on it and found the course difficulty to be medium.

    This course is very helpfull for me to management my account, which professional to summarized how to define the client how to manage client ... still need take more time to study it
  • Princess Sombi is taking this course right now, spending 5 hours a week on it and found the course difficulty to be easy.

    .I like this course because it's really help me to know how to communicate with people, before I was a shy person, but with CRM now I know how to relate will customers
  • Anonymous

    Anonymous completed this course.

    I enjoyed the course and the study of CRM broadened my view on how best to manage and sustain business relationships in a highly competitive environment
  • Anonymous

    Anonymous completed this course.

    Good content but some concepts were a little hard to understand. perhaps because they were based on Indian businesses and experiences.
  • Profile image for Sylviamaki
    Am sylvia Maki,I was working as a domestic woker at Waterkloof Ridge,I lost my job bck of covid 19 but am willing to do better than this ,that's why I started to do course to find more jobs thanx
  • Anonymous

    Anonymous completed this course.

    It's a good course to understand the impact of CRM inside a company. I would recommend it to everyone who wants to have a better knowledge of the subject.

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