What customer relationship management skills will I develop in this course?

You’ll learn customer retention strategies, needs assessment techniques, proposal development, customer satisfaction analysis, and long-term relationship management practices.

How is AI used in customer relationship management?

AI tools can support customer engagement planning, retention analysis, proposal drafting, CRM insights, and customer satisfaction monitoring.

When will I have access to the lectures and assignments?

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

What will I get if I subscribe to this Specialization?

When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

Is financial aid available?

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

Advanced Customer Relationship Management

本课程是 Microsoft AI-Powered Sales & Relationship Management 专项课程的一部分

位教师： Microsoft

包含在中

了解更多

4个模块

深入了解一个主题并学习基础知识。

中级等级

推荐体验

2 周完成

在 10 小时一周

灵活的计划

自行安排学习进度

4个模块

深入了解一个主题并学习基础知识。

中级等级

推荐体验

2 周完成

在 10 小时一周

灵活的计划

自行安排学习进度

您将学到什么

Apply customer retention and engagement strategies using CRM insights
Conduct needs assessments and develop customized client solutions
Create AI-assisted proposals and presentation materials using Microsoft tools
Monitor customer satisfaction and build long-term relationship strategies

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本课程是 Microsoft AI-Powered Sales & Relationship Management 专项课程专项课程的一部分

在注册此课程时，您还会同时注册此专项课程。

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获得对主题或工具的基础理解
通过实践项目培养工作相关技能
获得可共享的职业证书

该课程共有4个模块

Strengthen your customer relationship management skills through retention strategies, needs assessment methodologies, proposal development, and customer success planning enhanced by AI-assisted tools and workflows. This course focuses on creating long-term customer value through strategic engagement and data-informed relationship management practices. You’ll explore customer retention analysis, CRM-driven engagement strategies, needs assessment frameworks, proposal development, and customer success management techniques using Microsoft Copilot and Microsoft business applications.

By the end of this course, you will be able to analyze customer retention trends using CRM insights and AI-assisted tools; conduct client needs assessments and develop customized solutions; create persuasive proposals and presentation materials using Microsoft Copilot and Microsoft business applications; monitor customer satisfaction and engagement metrics; and develop long-term relationship management strategies that support customer success and account growth. This course is designed for sales professionals, account managers, customer success specialists, client relationship managers, and business development professionals seeking to strengthen customer engagement and retention using AI-enhanced CRM workflows and strategic relationship management techniques.

单元详情

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.

涵盖的内容

9个视频4篇阅读材料7个作业

9个视频总计36分钟

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

4篇阅读材料总计40分钟

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

7个作业总计180分钟

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

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.

涵盖的内容

6个视频3篇阅读材料7个作业

6个视频总计28分钟

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

3篇阅读材料总计30分钟

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

7个作业总计180分钟

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

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.

涵盖的内容

6个视频3篇阅读材料7个作业

6个视频总计33分钟

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

3篇阅读材料总计30分钟

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

7个作业总计180分钟

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

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.