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CRM (Customer Relationship Management) Training

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CRM (Customer Relationship Management) Training

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CRM (Customer Relationship Management) Training

4.5

Master every layer of Customer Relationship Management — from data governance and sales pipelines to marketing automation and AI-powered analytics. This training gives you the practical skills to configure CRM platforms, drive user adoption, and prove measurable business impact. Whether you manage a sales team, run marketing campaigns, or oversee customer support, this course turns CRM knowledge into a competitive advantage.

Dedika for businesses

What you will learn:

You will learn how to build and manage a complete CRM system that supports sales, marketing, and customer service operations. The course covers customer data management, pipeline tracking, campaign automation, case management, and advanced reporting. You will configure CRM platforms, design workflows, and apply AI-driven analytics to real business decisions. You will also develop the change management and project management skills needed to implement CRM successfully across an organization. By the end, you will be able to measure CRM ROI and present a clear business case to leadership.

How you study in practice CRM (Customer Relationship Management) Training

How you practice CRM (Customer Relationship Management) Training

For companies looking to train their teams

With Dedika for businesses, the course includes exercises and examples tailored to your own business and the way your company needs.

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Course Content

8 Chapters • 40 LessonsDuration between 4 and 360 hours (you decide)

Chapter 1See details

Foundations of CRM

Lesson 1 • Stakeholders and CRM Ownership
Maps internal roles—sales, marketing, support, IT—to CRM responsibilities. Clarifies accountability structures needed for successful adoption.
Lesson 2 • What CRM Is and Why It Matters
Defines CRM as a strategy, process, and technology. Establishes the business case for customer-centric operations as the chapter's conceptual anchor.
Lesson 3 • Core CRM Components and Architecture
Identifies the three pillars: operational, analytical, and collaborative CRM. Connects component knowledge to informed platform selection.
Lesson 4 • Setting CRM Goals and Success Metrics
Introduces goal-setting frameworks and key performance indicators for CRM programs. Prepares learners to measure outcomes throughout the course.
Lesson 5 • Evolution of Customer Relationship Management
Traces CRM from manual contact management to AI-assisted platforms. Provides historical context that explains current system design choices.

Chapter 2See details

Customer Data Management

Lesson 1 • Data Governance and Privacy Compliance
Establishes policies for data access, retention, and consent management. Prepares learners to handle customer data in line with privacy regulations.
Lesson 2 • Types of Customer Data
Distinguishes demographic, behavioral, transactional, and attitudinal data. Grounds subsequent data-entry and segmentation work in clear data taxonomy.
Lesson 3 • Customer Profiles and 360-Degree Views
Demonstrates how to unify data into a single customer record. Enables the personalized engagement strategies introduced in later chapters.
Lesson 4 • Data Collection Methods and Sources
Covers web forms, integrations, manual entry, and third-party enrichment. Ensures learners can build complete customer profiles from multiple channels.
Lesson 5 • Data Quality and Deduplication
Teaches validation rules, duplicate detection, and cleansing workflows. Directly supports reliable reporting and personalization covered in later chapters.

Chapter 3See details

CRM Platform Navigation and Configuration

Lesson 1 • User Roles, Profiles, and Permissions
Configures access levels to protect data and enforce process compliance. Supports the governance principles established in the data management chapter.
Lesson 2 • CRM Interface Orientation
Walks through dashboards, navigation menus, and global search. Reduces friction so learners can focus on business tasks rather than tool mechanics.
Lesson 3 • Custom Fields, Objects, and Layouts
Teaches how to extend standard objects with custom fields and page layouts. Enables teams to capture business-specific data without external development.
Lesson 4 • Views, Filters, and List Management
Explains how to build and share filtered list views for daily work. Connects organized data access to the pipeline and reporting tasks ahead.
Lesson 5 • Managing Records: Contacts, Accounts, and Leads
Covers creating, editing, merging, and converting core CRM records. Establishes the record-management habits that underpin all downstream processes.

Chapter 4See details

Sales Pipeline and Opportunity Management

Lesson 1 • Designing the Sales Pipeline
Defines pipeline stages, entry criteria, and exit conditions. Creates the structural foundation for consistent opportunity tracking across the team.
Lesson 2 • Lead Qualification and Conversion
Applies qualification frameworks to score and convert leads into opportunities. Ensures only sales-ready prospects enter the pipeline.
Lesson 3 • Pipeline Reviews and Coaching
Structures recurring pipeline review meetings using CRM dashboards. Translates data insights into actionable coaching conversations for managers.
Lesson 4 • Sales Forecasting in CRM
Teaches weighted and category-based forecasting methods using pipeline data. Connects real-time CRM records to revenue planning decisions.
Lesson 5 • Opportunity Tracking and Activity Logging
Covers logging calls, emails, meetings, and tasks against opportunities. Maintains the complete interaction history needed for accurate forecasting.

Chapter 5See details

Marketing Automation and Campaign Management

Lesson 1 • Email Marketing Integration
Connects CRM contact data to email platforms for personalized outreach. Covers template design, personalization tokens, and deliverability best practices.
Lesson 2 • Lead Nurture Workflows and Drip Campaigns
Designs automated sequences that move prospects through the funnel. Reduces manual follow-up while maintaining consistent, timely communication.
Lesson 3 • Campaign Tracking and Attribution
Implements UTM parameters, campaign records, and attribution models in CRM. Links marketing spend to pipeline and revenue outcomes.
Lesson 4 • Marketing Performance Measurement
Analyzes open rates, click-through rates, conversion rates, and cost per lead. Closes the loop between campaign execution and strategic marketing decisions.
Lesson 5 • Audience Segmentation in CRM
Builds dynamic and static segments using CRM data fields and behaviors. Enables targeted messaging that improves engagement and conversion rates.

Chapter 6See details

Customer Service and Support in CRM

Lesson 1 • Service Level Agreements and Escalations
Defines SLA policies, milestone tracking, and automated escalation triggers. Ensures contractual commitments are met and breaches are prevented.
Lesson 2 • Knowledge Base and Self-Service Tools
Builds and maintains a CRM-linked knowledge base for agents and customers. Deflects repetitive cases and accelerates resolution through reusable content.
Lesson 3 • Case Management Fundamentals
Introduces case creation, categorization, priority setting, and ownership. Establishes the core support record structure used throughout the chapter.
Lesson 4 • Service Queues and Routing Rules
Configures queues and assignment rules to distribute cases efficiently. Reduces response time by matching cases to the right agents automatically.
Lesson 5 • Customer Satisfaction Measurement
Deploys post-case surveys and tracks CSAT, NPS, and CES scores in CRM. Connects satisfaction data to service improvement initiatives.

Chapter 7See details

CRM Reporting, Dashboards, and Analytics

Lesson 1 • Report Types and Data Sources
Explains tabular, summary, matrix, and joined report formats and their use cases. Establishes the reporting vocabulary needed for all subsequent analytics work.
Lesson 2 • Advanced Analytics and Predictive Insights
Introduces AI-powered scoring, trend forecasting, and anomaly detection in CRM. Prepares learners for the strategic and AI topics covered in later chapters.
Lesson 3 • Dashboard Design and Best Practices
Covers component types, layout principles, and audience-specific dashboard design. Translates raw report data into visual insights for decision-makers.
Lesson 4 • Sales and Marketing Analytics
Applies reporting skills to pipeline health, win rates, and campaign performance. Connects analytics output to the sales and marketing chapters already covered.
Lesson 5 • Building and Filtering Reports
Walks through field selection, filter logic, and cross-object reporting. Produces focused, accurate outputs that answer specific business questions.

Chapter 8See details

CRM Strategy, Adoption, and Optimization

Lesson 1 • User Adoption Measurement and Improvement
Tracks login rates, data completeness, and feature usage to gauge adoption health. Enables targeted interventions before low adoption undermines CRM ROI.
Lesson 2 • Developing a CRM Roadmap
Builds a phased CRM roadmap aligned to business priorities and resource constraints. Translates strategic goals into sequenced, measurable implementation milestones.
Lesson 3 • Change Management for CRM
Applies change management principles to reduce resistance and accelerate adoption. Addresses the human side of CRM implementation that technical training alone cannot fix.
Lesson 4 • CRM ROI Measurement and Business Case
Quantifies CRM value through cost savings, revenue impact, and efficiency gains. Equips learners to justify ongoing investment and secure executive support.
Lesson 5 • Process Automation and Workflow Optimization
Audits existing workflows and replaces manual steps with automated rules and flows. Reduces administrative burden and enforces process consistency at scale.

Certification

Your valid completion certificate

This course is for you:

Sales operations coordinator: needs structure to manage pipelines and forecast accurately.
Marketing manager: wants to connect campaign data directly to revenue outcomes.
Customer support team lead: looking to streamline case handling and track satisfaction metrics.
Small business owner: ready to replace spreadsheets with a scalable customer management system.
Career changer: transitioning into a CRM administrator or revenue operations role.
IT business analyst: tasked with evaluating, implementing, or optimizing a CRM platform.

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