AI in Customer Relationship Management
AI in Customer Relationship Management
This course provides an easy-to-understand perspective on how AI operates in CRM in the entire process of customer management, from identification to loyalty.
About this course
AI is revolutionizing how companies interact with their customers in terms of identifying, interacting with, and retaining them. This course provides an easy-to-understand perspective on how AI operates in CRM in the entire process of customer management, from identification to loyalty. The course starts with some basic concepts regarding CRM and AI, then moves on to how AI can be used for improving sales, marketing, personalization, customer support, and retention, followed by a case study example, and ends up with a discussion of implementing AI ready CRM systems and the future of AI and CRM.
Course outline
CRM and AI Foundations
In this module you'll learn what CRM is, how it works, why clean data and privacy matter, and the AI and machine learning basics behind every feature that follows.
AI Across Sales and Marketing
In this module you'll learn how AI scores leads, forecasts deals, personalises outreach, segments customers, and optimises marketing campaigns to win and engage more buyers.
AI for Service, Retention and Loyalty
In this module you'll learn how AI powers chatbots, predicts and prevents churn, and builds loyalty — and see it in action through Sephora's real-world CRM success.
Implementing AI in CRM
In this module you'll learn how to choose the right AI-ready CRM platform, build a practical adoption roadmap, win team buy-in, and avoid common mistakes.
The Future of AI in CRM
In this module you'll learn where AI in CRM is heading, what agentic AI means, the skills to stay valuable, and how to spot your own use cases.
Get access to the complete curriculum once you enroll in the course
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