Customer Relationship Management (CRM) in a very broad way can be defined as the efforts made towards creating, developing, and maintaining a healthy and long-lasting relationship with the customers using technology. This tutorial is an introductory guide to CRM that touches upon various topics such as understanding 21st century customers and managing them, building value for them, CRM software, and future trends in CRM.

This tutorial is prepared for beginners to help them understand the basics of Customer Relationship Management. It will be quite a useful learning material for all those readers who want to make a career in management and professionals who interact with customers as the face of their companies.

We assume the reader has a basic knowledge of business administration, marketing concepts, basic database concepts, and software. Analytical thinking, strategic thinking, and good communication skills are a plus.

Course Content

CRM Tutorial
CRM Home
CRM Introduction
CRM Types
CRM Customer Relationships
Managing Customers
CRM 21st Century Customers
CRM Building Value for Customers
CRM Managing the Customers
CRM Implementation
CRM Implementing CRM Projects
CRM Customer Related Databases
CRM and Automation
CRM Sales Force Automation (SFA)
CRM Marketing Automation
CRM Service Automation
CRM Emerging Trends
CRM Resources
CRM Quick Guide
CRM Useful Resources
CRM Discussion

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