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Advanced Customer Relationship Management

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Advanced Customer Relationship Management

Ce cours fait partie de Certificat Professionnel Microsoft Account Manager with Generative AI

Instructeur : Microsoft

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4 modules

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niveau Avancées

Expérience recommandée

2 semaines à compléter

à 10 heures par semaine

Planning flexible

Apprenez à votre propre rythme

4 modules

Obtenez un aperçu d'un sujet et apprenez les principes fondamentaux.

niveau Avancées

Expérience recommandée

2 semaines à compléter

à 10 heures par semaine

Planning flexible

Apprenez à votre propre rythme

Compétences que vous acquerrez

Catégorie : Loyalty Programs
Catégorie : Proposal Development
Catégorie : Relationship Building
Catégorie : Relationship Management
Catégorie : Sales Presentations

Outils que vous découvrirez

Catégorie : Customer Relationship Management (CRM) Software

Détails à connaître

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décembre 2025

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Ce cours fait partie de la Certificat Professionnel Microsoft Account Manager with Generative AI

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Il y a 4 modules dans ce cours

Advanced Customer Relationship Management focuses on enhancing customer engagement strategies and deepening relationship-building skills. Learners will explore advanced strategies for client retention, develop tools for assessing customer needs, and create effective proposals to enhance their client retention efforts. The course will also address achieving customer success and satisfaction through strategic customer relationship management, demonstrating how to utilize Microsoft Dynamics 365 and Microsoft Copilot to streamline these processes.

Détails du module

Client Retention Strategies explores proven methodologies for converting one-time customers into loyal, repeat clients through strategic retention programs and personalized engagement approaches. Students will learn to identify key retention indicators, design loyalty initiatives, and leverage CRM data to create targeted retention campaigns. The module emphasizes the financial impact of retention versus acquisition and how to build systematic approaches to client loyalty while leveraging AI-powered insights to enhance retention strategies.

Inclus

9 vidéos4 lectures7 devoirs

9 vidéosTotal 36 minutes

Beyond the Transaction: Building Client Partnerships That Last4 minutes
The Retention Advantage – From One-Time Buyers to Loyal Advocates3 minutes
Leveraging Dynamics 365 CRM for Retention Success – Part 15 minutes
Leveraging Dynamics 365 CRM for Retention Success – Part 24 minutes
Engagement That Drives Growth4 minutes
Conducting High-Impact Virtual Client Sessions with Copilot3 minutes
Preventing Churn Before It Happens4 minutes
Visualizing Customer Data with Power BI and Excel – Part 15 minutes
Visualizing Customer Data with Power BI and Excel – Part 26 minutes

4 lecturesTotal 40 minutes

AI-Enhanced Advanced Career Skills for Account Managers10 minutes
Building Customer Loyalty Through Strategic Retention10 minutes
Strategic Customer Engagement Frameworks10 minutes
Customer Churn Analysis and Prevention with Copilot Insights10 minutes

7 devoirsTotal 180 minutes

Design a Loyalty Program25 minutes
Client Retention Fundamentals20 minutes
Host Strategic Client Engagement Session25 minutes
Customer Engagement Excellence20 minutes
Conduct Churn Analysis Project25 minutes
Churn Analysis Mastery20 minutes
Client Retention Strategies Assessment45 minutes

Needs Assessment and Customized Solutions focuses on developing comprehensive skills in conducting client needs assessments and creating customized solutions that drive client success and satisfaction. Learners will explore systematic methodologies for identifying client gaps, develop tailored solutions that address specific requirements, and evaluate the effectiveness of implemented solutions to ensure continuous improvement and delivery of client value.

Inclus

6 vidéos3 lectures7 devoirs

6 vidéosTotal 28 minutes

Why Thorough Needs Assessment Changes Everything3 minutes
Building Assessment Templates in Excel7 minutes
Solutions That Transform Client Relationships4 minutes
AI-Assisted Solution Development4 minutes
The Power of Measuring Solution Success5 minutes
Creating Performance Dashboards5 minutes

3 lecturesTotal 30 minutes

Mastering Client Needs Assessment10 minutes
Designing Tailored Client Solutions from Needs Assessment to Implementation10 minutes
Solution Performance Evaluation10 minutes

7 devoirsTotal 180 minutes

Designing a Needs Assessment Template in Excel25 minutes
Assessment Methodology20 minutes
Create Tailored Solution Proposal25 minutes
Solution Development Skills20 minutes
Conduct Solution Performance Review25 minutes
Performance Evaluation Mastery20 minutes
Needs Assessment and Solutions Assessment45 minutes

Proposal Writing and Presentation focuses on developing advanced skills in proposal creation and presentation that transform client insights into compelling business cases for strategic partnerships. Learners will explore proven methodologies for crafting persuasive proposals, designing engaging presentations, and delivering communications that drive decision-maker engagement and secure client commitment to strategic initiatives.

Inclus

6 vidéos3 lectures7 devoirs

6 vidéosTotal 33 minutes

Proposals That Transform Business Relationships5 minutes
AI-Enhanced Proposal Writing with Word Copilot5 minutes
Presentations That Transform Decisions5 minutes
Building Compelling Presentations with PowerPoint Copilot6 minutes
Communication That Converts Stakeholders5 minutes
Virtual Presentation Best Practices7 minutes

3 lecturesTotal 30 minutes

Strategic Proposal Development10 minutes
High-Impact Proposal Presentations10 minutes
Advanced Client Presentation Communication Strategies10 minutes

7 devoirsTotal 180 minutes

Develop Winning Client Proposal25 minutes
Proposal Excellence20 minutes
Create Professional Proposal Presentation25 minutes
Presentation Mastery20 minutes
Deliver Compelling Proposal Presentation25 minutes
Communication Excellence20 minutes
Proposal Writing and Presentation Assessment45 minutes

Customer Success and Satisfaction focuses on implementing comprehensive customer success strategies that ensure clients achieve their desired outcomes while strengthening long-term account relationships. Learners will explore systematic approaches to customer success management, satisfaction monitoring, and strategic relationship building that create sustainable partnerships extending beyond transactional interactions. The module emphasizes proactive value creation, systematic feedback collection, and the development of strategic partnerships that drive mutual success and account growth.

Inclus

6 vidéos3 lectures8 devoirs

6 vidéosTotal 33 minutes

Customer Success as Competitive Advantage4 minutes
Customer Success Planning and Tracking7 minutes
Feedback That Transforms Relationships5 minutes
Creating Effective Customer Surveys6 minutes
Partnerships That Last Decades5 minutes
CRM-Powered Relationship Management7 minutes

3 lecturesTotal 30 minutes

Foundations of Customer Success Management10 minutes
Customer Satisfaction Measurement and Improvement10 minutes
Strategic Relationship Management10 minutes

8 devoirsTotal 295 minutes

Develop Customer Success Framework20 minutes
Service Excellence Fundamentals20 minutes
Design and Analyze Satisfaction Survey25 minutes
Satisfaction Monitoring Excellence20 minutes
Create a Strategic Relationship Management Plan25 minutes
Strategic Relationship Excellence20 minutes
Customer Success and Satisfaction45 minutes
Course Project: Comprehensive Customer Relationship Strategy Portfolio120 minutes

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