CRM: Customer Relationship Management for Retention and Growth
Build a practical MCR plan that increases repeat purchase, strengthens loyalty and sets your business apart
Created by Chukwuemeka Ajoku
What you'll learn
- Develop proactive CRM activities that strengthen customer relationships and improve retention and repeat purchase.
- Identify and correct 12 common MCR (Maximising Customer Relationships) mistakes that businesses often make.
- Apply customer relationship management techniques that increase purchase recurrence and help attract new clients through stronger relationships and advocacy.
- Use the seven key ingredients of MCR to structure a practical customer relationship strategy.
- Segment and prioritise customers so time, resources and effort are focused on the right customers.
- Design customer attitude surveys, gather insight and analyse issues and opportunities in the customer experience.
- Build an MCR plan that combines multiple CRM strategies into a clear implementation roadmap.
This course includes
- 5h 3m of learning
- 30 lessons
- 7 quizzes
- Access on mobile and desktop
- Full lifetime access
- Certificate of completion
Course content
7 sections • 31 lectures • 5h 3m total length
- Retention, recurrence and the economics of relationships 8m
- How customers think, decide and stay 10m
- Dramatic and Demonstrable Difference 9m
- A proactive CRM mindset in 3-D businesses 10m
- Quiz: CRM foundations for retention and competitive advantage 6 questions
- Segment customers by value, need and fit 9m
- Map the customer journey and moments that matter 10m
- Run customer attitude surveys and feedback interviews 12m
- Turn insight into issues, opportunities and priorities 11m
- Quiz: Finding and focusing on the right customers 6 questions
- Strategic targeting mistakes 10m
- Data and measurement mistakes 9m
- Communication and experience mistakes 10m
- Trust and improvement mistakes 11m
- Quiz: Avoiding the 12 common MCR mistakes 6 questions
- Ingredients 1 and 2: right-customer focus and differentiated value promise 11m
- Ingredients 3 and 4: journey design and communication cadence 10m
- Ingredients 5 and 6: feedback systems and trust-building recovery 11m
- Ingredient 7: measurement and continuous improvement 11m
- Quiz: The seven key ingredients of a strong MCR plan 6 questions
- Personalised engagement across the customer lifecycle 10m
- Educate customers so they return for value 10m
- Service recovery and complaint handling 11m
- Testimonials, social proof and referrals 10m
- Quiz: Engage, educate and turn customers into advocates 6 questions
- Set goals, scope and plan structure 11m
- Design coordinated actions across marketing, sales and service 12m
- Choose tools, data and operating rhythms 13m
- Launch, test and refine the plan 10m
- Quiz: Build and implement your own MCR plan 6 questions
- Final assessment: CRM: Customer Relationship Management for Retention and Growth 12 questions
Requirements
- A basic grasp of marketing, sales or customer service activity
- Experience working with customers, clients or accounts in any sector
- Ability to use a spreadsheet and simple survey or CRM tools
- Access to a business, brand or case context to apply the course exercises
Description
Winning a first sale is only part of the challenge. Sustainable growth depends on retaining the right customers, increasing purchase recurrence and creating brand-consumer relationships that people want to continue. This intermediate course shows professionals and entrepreneurs how to manage customer relationships proactively rather than relying on ad hoc marketing and reactive service.
You will learn how CRM strategies work in practice, how to identify a dramatic and demonstrable difference from competitors, and how to focus time and resources on the customers that matter most. The course also covers customer attitude surveys, journey analysis, engagement and education tactics, positive testimonials, and the 12 common MCR mistakes that often weaken results.
By the end, you will be able to assemble your own Maximising Customer Relationships plan using multiple CRM strategies that fit your business. The emphasis is practical: clear frameworks, measurable decisions and tools you can apply straight away.
Instructor
Chukwuemeka Ajoku
- 14 courses
A Skilled Programmer