Customer Relationship Management Analytics

CRM overview and definitions, Evolution of CRM from sales to analytics, Strategic importance of CRM in business, Types of CRM – Operational, Analytical, Collaborative, CRM lifecycle stages, CRM success factors and challenges, Role of data in CRM, Customer touchpoints and omnichannel experience

Types of customer data – demographic, transactional, behavioral, Data collection techniques and customer data platforms (CDPs), Customer database design and data quality management, Customer segmentation techniques – RFM, cluster analysis, behavioral segmentation, Data visualization in CRM using dashboards, Predictive analytics for customer behavior, Customer personas and journey mapping

Key CRM metrics – CLV, CAC, churn rate, retention rate, Customer satisfaction and Net Promoter Score (NPS), Models for customer acquisition and retention, Uplift modeling and cross-sell/up-sell strategies, Lead scoring and pipeline analytics, Campaign effectiveness analytics, Customer lifetime value models, Role of machine learning in CRM analytics

Overview of CRM software – Salesforce, Zoho, HubSpot, Microsoft Dynamics, CRM implementation process and challenges, CRM and cloud-based architecture, CRM integration with ERP, Social CRM and mobile CRM, Real-time CRM analytics and automation, AI applications in CRM – chatbots, recommender systems, CRM dashboards and KPI monitoring

Churn analysis and customer win-back strategies, Personalization using CRM insights, Email and loyalty program analytics, Voice of customer analytics, Case study: CRM success in banking/retail/e-commerce, Ethics and data privacy in CRM analytics, ROI measurement of CRM initiatives, Building CRM roadmap for digital transformation