Course Overview
Learn how modern organizations manage leads, customers, sales opportunities, support requests, campaigns, and business operations using CRM systems. This course combines CRM implementation, sales execution, customer support, reporting, automation, AI-assisted CRM workflows, and practical business processes using Zoho CRM and related business tools. The course is designed for students, professionals, entrepreneurs, and business teams who want practical CRM skills aligned with real business operations and employability requirements.
Course Objectives
- Understand CRM concepts, implementation strategy, and business process mapping.
- Configure and manage leads, deals, products, users, and sales workflows.
- Implement customer support, campaigns, reporting, and CRM integrations.
- Apply automation, AI-assisted CRM tools, and industry-oriented CRM practices.
Learning Outcomes
After completing this course, learners will be able to:
- Design and implement CRM workflows for sales, marketing, and customer support.
- Manage lead lifecycle, deal pipelines, customer interactions, and business data.
- Build reports, dashboards, automations, and integrated CRM ecosystems.
- Apply CRM skills in real business environments and CRM-related job roles.
Target Learners
- Students seeking CRM, sales operations, and customer management skills.
- Working professionals involved in sales, marketing, customer support, or operations.
- Entrepreneurs, business owners, and startup teams implementing CRM systems.
Course Structure
| Module | Title | Focus Area |
|---|---|---|
| Module 01 | CRM Foundations & Business Readiness | CRM concepts, implementation strategy, process mapping |
| Module 02 | Commercial & Lead Foundation | Lead capture, products, users, and CRM setup |
| Module 03 | Sales Force Automation | Lead management, qualification, and deal execution |
| Module 04 | Data Migration & Data Quality | Data import, validation, and governance |
| Module 05 | Integrations & Communication Hub | Email, mobile CRM, calendar, and communication integration |
| Module 06 | Sales Analytics & Reporting Foundation | Reports, dashboards, and sales metrics |
| Module 07 | Daily Sales & Service Operations | Daily CRM execution, commercial flow, and CRM hygiene |
| Module 08 | Customer Support & Service Cycle | Case management and customer support operations |
| Module 09 | Campaign-Driven Sales & Marketing Continuity | Campaign management and lead attribution |
| Module 10 | Retail CRM Ecosystem Expansion | Forms, Bookings, SalesIQ, and custom modules |
| Module 11 | Retail Customer Engagement & Service Management | Surveys, feedback, and support ticket management |
| Module 12 | CRM Extension & Automation | CRM extension using Zoho Creator |
| Module 13 | EV Charger Enterprise CRM Case Study | B2B CRM implementation using HubSpot CRM |
| Module 14 | Career Orientation | CRM interview preparation and employability skills |
Skills Covered
- Customer Relationship Management (CRM)
- Sales Operations and Pipeline Management
- Lead Generation and Customer Lifecycle Management
- CRM Reporting, Automation, and Business Process Design
Assessment
The course includes a final evaluation quiz. Learners can download the certificate after submitting the final exam.
Certificate
Learners who complete the final evaluation will receive a certificate with their registered student details.