CRM Specialist
Course Goal
Teach participants to use CRM systems as a tool for customer relationship management, sales, and customer communication. Develop practical skills required to start or advance a career in CRM-related roles.
As a result of this course, participants will:
- Understand how CRM systems work and explore their main types
- Learn how to manage leads, deals, contacts, and customer activities
- Build sales funnels and analyze their performance
- Master the fundamentals of CRM analytics and reporting
- Gain hands-on experience working with one or more CRM systems
- Complete practical portfolio-ready case studies
- Be prepared for roles such as CRM Manager or CRM Administrator
This Course is Designed For
- Beginners who want to enter Business Analysis and CRM-related roles
- Sales managers and account managers
- Marketing specialists working with customer databases
- Business analysts and process coordinators
- Professionals who want to change or strengthen their role by using CRM tools
Suitable for those who:
- Want to gain a practical profession with a fast entry into the job market
- Already work with customers but want to systematize their knowledge
- Plan to work with CRM systems or automate business processes
Learning Format
- Homework after each lecture with personalized feedback from the trainer
- Access to video recordings and course materials in Google Classroom
What does a graduate of the online course receive
Program
1
- What CRM really is: from tool to strategy
- The role of CRM in business: sales, marketing, service
- CRM as part of Customer Experience
- Types of CRM systems:
- Operational CRM
- Analytical CRM
- Collaborative CRM
- Overview of popular CRMs:
- Amploo
- Salesforce
- Zoho
- Bitrix24
Practice: How to choose a CRM for business
2
- Daily work of a CRM specialist
- CRM structure:
- leads
- contacts
- deals
- activities
- Customer life cycle in CRM
- Working with tasks and communications
- Keeping a history of interaction with the client
Practice:
- working in CRM (creating leads, deals, tasks)
- modeling the manager's work
3
- How to manage sales through CRM
- Funnel structure
- Stages of agreements
- Conversions and bottlenecks
- Pipeline management
Practice:
- building a sales funnel
- calculation of conversions
- loss analysis
4
- How CRM turns into a system
- Customer Journey Map
- Description of business processes
- Triggers and automation
- Workflow and scripts
Practice:
- description of the process "from lead to deal"
- creating automation
5
- How to work with customers after the first contact
- Customer segmentation
- Email marketing
- Work with the base
- Retention and repeat sales
Practice:
- creating segments
- preparation of an email campaign
6
- Decision-making based on data
- Key metrics:
- conversion
- LTV
- CAC
- average check
- Construction of reports
- Dashboards for managers and supervisors
Practice:
- creating reports
- funnel analysis
- dashboard construction
7
- Work with real tools
- Work in 2–3 CRMs (optional):
- HubSpot
- Zoho
- Bitrix24
- System settings
- Construction of a funnel
- Creation of reporting
Practice (case studies):
- customizing CRM for business
- funnel analysis
- preparation of reports
8
