CRM Software Training Course

Lesson 1 • The Customer Lifecycle Model

Maps the stages a customer moves through from awareness to retention. Connects CRM features to specific lifecycle stages students will configure later.

Lesson 2 • Types of CRM Systems

Compares operational, analytical, and collaborative CRM categories. Helps students select the right CRM type for a given business scenario.

Lesson 3 • Measuring CRM Business Value

Introduces KPIs used to evaluate CRM effectiveness, including conversion rate and customer lifetime value. Establishes a measurement mindset carried throughout the course.

Lesson 4 • What CRM Software Does

Defines CRM software and its core functions across sales, marketing, and support. Anchors the chapter by establishing shared vocabulary for all subsequent topics.

Lesson 1 • Working with List and Detail Views

Explains the difference between list views and individual record detail pages. Students learn to switch contexts efficiently and edit records inline.

Lesson 2 • Customising Your Personal View

Teaches users to rearrange columns, pin favourite views, and set default landing pages. Directly improves daily productivity for every CRM user.

Lesson 3 • Mobile CRM Navigation

Introduces the mobile app interface and its differences from the desktop version. Prepares field-based users to log activities and access data on the go.

Lesson 4 • Dashboard Layout and Orientation

Walks through the main dashboard components including widgets, navigation bars, and quick-action menus. Provides the spatial map students rely on throughout the course.

Lesson 1 • Importing and Exporting Data

Teaches bulk data import via CSV, field mapping, and export for reporting. Prepares students to migrate existing customer data into the CRM cleanly.

Lesson 2 • Deduplication and Data Hygiene

Addresses duplicate detection, merge workflows, and ongoing data quality practices. Ensures the database remains reliable for sales and marketing decisions.

Lesson 3 • Segmenting Contacts with Tags and Lists

Introduces tags, static lists, and dynamic lists for contact segmentation. Directly enables targeted outreach campaigns covered in later chapters.

Lesson 4 • Building and Linking Account Records

Explains account records, their relationship to contacts, and parent-child account hierarchies. Enables students to model complex organisational structures accurately.

Lesson 1 • Creating and Qualifying Opportunities

Teaches opportunity record creation, linking to contacts and accounts, and qualification scoring. Ensures only viable deals enter the pipeline.

Lesson 2 • Moving Deals Through the Pipeline

Demonstrates drag-and-drop stage advancement, stage-change triggers, and deal velocity tracking. Builds the daily habit of keeping pipeline data current.

Lesson 3 • Defining Pipeline Stages

Covers how to create, name, and sequence pipeline stages aligned to a sales process. Provides the structural foundation for all opportunity tracking work.

Lesson 4 • Logging Activities Against Opportunities

Covers logging calls, emails, meetings, and tasks directly on opportunity records. Creates a complete interaction history that supports forecasting and coaching.

Lesson 1 • Sending Emails from the CRM

Covers composing, sending, and tracking emails using CRM templates and merge fields. Enables personalised outreach at scale without leaving the platform.

Lesson 2 • Activity Feed and History Review

Explains how to read the activity timeline, filter by activity type, and use history for context before customer interactions. Builds situational awareness.

Lesson 3 • Connecting Email to the CRM

Explains email client integration, BCC logging, and two-way sync setup. Ensures every customer email is automatically captured on the correct record.

Lesson 4 • Calendar and Meeting Management

Integrates the CRM calendar with external calendar tools and covers meeting logging. Provides a unified schedule view tied to customer records.

Lesson 1 • Building Automated Email Sequences

Covers creating multi-step email sequences with delays, branching, and exit conditions. Directly automates the manual follow-up tasks covered in the previous chapter.

Lesson 2 • Testing and Monitoring Workflows

Covers workflow testing modes, execution logs, and performance monitoring dashboards. Ensures automations run correctly before affecting live customer data.

Lesson 3 • Automation Concepts and Triggers

Introduces trigger types including record creation, field change, and time-based events. Establishes the logic model students apply when building every workflow.

Lesson 4 • Task and Notification Automation

Teaches auto-creating tasks, assigning owners, and sending internal alerts based on workflow rules. Ensures no follow-up falls through the cracks.

Lesson 1 • Building Custom Reports

Teaches selecting objects, adding fields, applying filters, and choosing chart types. Enables students to answer any business question with CRM data.

Lesson 2 • Building and Sharing Dashboards

Explains adding report components to dashboards, setting refresh schedules, and sharing with teams. Creates a live performance hub for managers and reps.

Lesson 3 • Grouping, Summarising, and Sorting Data

Covers row grouping, summary functions like sum and average, and multi-level sorting. Transforms raw records into meaningful aggregated insights.

Lesson 4 • Scheduling and Exporting Reports

Covers automated report delivery via email, export formats, and access permissions. Ensures stakeholders receive accurate data without manual effort.

Lesson 1 • Backup, Recovery, and System Health

Explains scheduled data backups, sandbox environments, and system health monitoring. Prepares administrators to recover from data loss or configuration errors.

Lesson 2 • Role Hierarchy and Data Access

Explains role hierarchies, record ownership, and how visibility rolls up through the org chart. Ensures each user sees only the data appropriate to their role.

Lesson 3 • Field-Level and Object-Level Security

Teaches restricting access to specific fields and entire objects by profile. Protects sensitive customer and financial data from unauthorised viewing or editing.

Lesson 4 • Audit Trails and Compliance Settings

Covers field history tracking, login audit logs, and data retention policy configuration. Supports regulatory compliance and internal accountability requirements.