Advanced Customer Relationship Management (CRM) Online Course

Turning Customer Insight into Stronger Business Relationships

Customer Relationship Management has evolved far beyond managing contacts and customer records. Today, successful CRM connects customer insight, technology, marketing, and performance data to create stronger relationships and increase long-term customer value.

The Advanced Customer Relationship Management (CRM) course provides a practical approach to building and improving CRM strategies. Across five days, you'll explore customer lifecycle management, segmentation, CRM KPIs, journey mapping, personalisation, marketing automation, and competitor analysis.

You'll also examine how predictive analytics, AI, machine learning, and omnichannel CRM are reshaping customer engagement. By the end of the programme, you'll be equipped to turn customer data into actionable insights and build more targeted, measurable, and future-ready CRM strategies.

You'll learn how to:

• Develop CRM strategies aligned with customer and organisational goals.
• Manage the customer lifecycle from acquisition through retention and loyalty.
• Segment customers and use customer data to improve targeting.
• Identify and measure CRM Key Performance Indicators (KPIs).
• Interpret CRM performance data and convert insights into action.
• Calculate and use metrics such as CAC, CLV, and churn rate.
• Develop customer profiles and personas for more targeted engagement.
• Map customer journeys to identify opportunities for experience improvement.
• Integrate CRM with email, social media, content, and marketing automation.
• Benchmark CRM performance against competitors and industry practices.
• Apply competitive intelligence to strengthen customer strategy.
• Understand the applications of predictive analytics, AI, and machine learning in CRM.
• Develop effective omnichannel approaches to customer engagement.
• Recognise ethical considerations surrounding customer data and advanced CRM technologies.

Whether you're responsible for customer relationships, marketing, sales, service, or business development, this programme will help you use CRM as a strategic tool for customer insight, retention, and sustainable business growth.