CRM | Gestão do Relacionamento com o Cliente

Become a High-Level CRM Manager: Master Customer Relationship Management (CRM) for any business – B2C, B2B, B2G, products, or services. This comprehensive course covers all aspects of CRM, from foundational concepts to advanced management.

What You'll Learn:

• CRM Fundamentals & Strategy: Understand the core principles of CRM, key performance indicators (KPIs), and effective techniques for building strong customer relationships.
• Sales Funnels & Pipelines: Learn to design and optimize sales funnels and pipelines to effectively manage contacts, leads, prospects, and customers, seamlessly integrating with your CRM system.
• Automations & Multi-Channel Strategies: Master strategies for multi-channel engagement and post-sales automation, all integrated within your CRM.
• Key Performance Indicators (KPIs): Dominate and integrate critical commercial and quality metrics into your CRM, including revenue, profit, LTV, CAC, lead generation, churn rate, conversion rates, and NPS.
• Lead & Customer Segmentation: Effectively segment leads and customers within your CRM for targeted marketing and sales efforts.
• Relationship Management: Define and implement relationship rules for different lead, customer, and key account segments within your CRM.
• CRM Automation: Plan and implement automated workflows within your CRM to streamline processes.
• Resource Planning: Properly plan necessary resources for your CRM implementation, including finance, human resources, and infrastructure.
• CRM Implementation & Management: Implement and manage your CRM effectively, focusing on achieving goals, monitoring KPIs, managing risks, and continuous improvement.
• CRM Software Selection: Learn how to choose the best CRM system for your specific business needs.
• Hands-on CRM Software Training: Gain practical experience with leading CRM platforms: Salesforce, HubSpot, Pipedrive, RD Station, Zoho, and Microsoft Dynamics. Includes video tutorials for practical operation.

What Makes This Course Different?

• Exclusive Case Study: Dive deep into a real-world case study, covering the development, planning, implementation, and management of a CRM system.
• Practical, Real-World Approach: Learn from real-life examples and discover how CRM is implemented in businesses every day.
• Expert-Led Instruction: Benefit from the practical experience of a seasoned commercial director and CRM manager.
• Strategic & Operational Insights: Gain a holistic understanding of commercial management, encompassing strategy, processes, KPIs, and continuous improvement – often not covered in other courses.
• Comprehensive Software Coverage: Unlike many courses that focus on a single platform, this course provides training on multiple popular CRM systems.

Transform Your Career:

Upon completion, you'll be equipped to plan, implement, and manage CRM systems at a high level for any type of business.

Professor Marcus Oliveira, PhD
Business & Financial Consultant