CRM Integration and AI for Customer Management

This course is part of Microsoft Sales Toolkit with Generative AI Professional Certificate

Instructor: Microsoft

Included with

Learn more

4 modules

Gain insight into a topic and learn the fundamentals.

Advanced level

Recommended experience

3 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

Advanced level

Recommended experience

3 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

Skills you'll gain

Tools you'll learn

Details to know

Shareable certificate

Add to your LinkedIn profile

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

Build your Marketing expertise

This course is part of the Microsoft Sales Toolkit with Generative AI Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate from Microsoft

There are 4 modules in this course

This course focuses on leveraging AI tools to enhance CRM systems, enabling enriched customer relationship management and data-driven sales decisions. Learners will explore how to integrate generative AI with CRM platforms to personalize customer experiences and improve relationship management. It will also include multi-stage CRM workflow construction, Copilot-powered reporting, and hands-on troubleshooting labs. Privacy, compliance, and data-quality checks foregrounded.

This module focuses on leveraging AI tools to enhance CRM systems, enabling enriched customer relationship management and data-driven sales decisions. Learners will explore how to integrate generative AI with CRM platforms to personalize customer experiences and improve relationship management. It will also include multi-stage CRM workflow construction, Copilot-powered reporting, and hands-on troubleshooting labs. Privacy, compliance, and data-quality checks are foregrounded.

What's included

6 videos3 readings7 assignments

6 videos Total 22 minutes

CRM Transformation Through AI Integration 4 minutes
CRM Platform AI Integration Analysis 3 minutes
Implementation Excellence in CRM-AI Integration 4 minutes
AI-CRM Dashboard Creation and Optimization 3 minutes
Strategic Alignment Success in AI-CRM 4 minutes
Strategic AI Integration and Quality Assessment in CRM 3 minutes

3 readings Total 75 minutes

Strategic AI-CRM Integration Foundations 25 minutes
Practical AI-CRM Implementation Strategies 25 minutes
Strategic AI-CRM Goal Alignment 25 minutes

7 assignments Total 315 minutes

Integrating AI with CRM Systems 30 minutes
AI Integration Opportunity Assessment 45 minutes
AI-CRM Integration Foundations 30 minutes
Comprehensive AI-CRM Implementation 90 minutes
Implementation Excellence 30 minutes
Strategic Alignment and Quality Assessment 60 minutes
Strategic Alignment Mastery 30 minutes

This module focuses on using AI technologies to create personalized customer experiences and improve retention. Learners will explore how to enhance customer segmentation and targeting with AI-driven insights, while tailoring communications and engagement strategies using AI data. The module includes iterative CRM-linked Copilot features to create comprehensive prompt libraries and systematic customer nurturing approaches.

What's included

6 videos3 readings7 assignments

6 videos Total 26 minutes

Personalization Excellence Through AI 4 minutes
AI Personalization Workflow Development 4 minutes
Segmentation Success Through AI Analytics 4 minutes
AI-Powered Segmentation Analytics 4 minutes
Communication Success Strategy Through AI 5 minutes
AI-Assisted Communication Strategy Development 5 minutes

3 readings Total 75 minutes

Strategic AI-Driven Customer Personalization 25 minutes
Advanced AI-Enhanced Customer Segmentation 25 minutes
Strategic AI-Enhanced Communication Planning 25 minutes

7 assignments Total 270 minutes

Personalizing Customer Interactions with AI Assessment 30 minutes
Comprehensive Personalization System Development 45 minutes
Personalization Excellence 30 minutes
Advanced Segmentation System Development 45 minutes
Segmentation Excellence 30 minutes
Strategic Communication Plan Development 60 minutes
Communication Strategy Mastery 30 minutes

This module focuses on analyzing CRM data with AI tools for actionable sales insights, identifying trends and patterns through AI-enhanced data analysis, and leveraging CRM insights to refine sales strategies and improve outcomes. Emphasis is placed on running scenarios where Copilot analytics may misclassify trends, requiring systematic error detection, documentation, and correction protocols.

What's included

6 videos3 readings7 assignments

6 videos Total 23 minutes

Data-Driven Sales Transformation 4 minutes
Comprehensive AI Data Analysis Workflow 4 minutes
Trend Identification for Competitive Advantage 5 minutes
AI Trend Analysis and Validation 3 minutes
Strategic Success Through CRM Insights 4 minutes
Strategic Planning with CRM Data Integration 3 minutes

3 readings Total 115 minutes

Strategic AI-Driven CRM Data Analysis 25 minutes
Strategic Business Trend Analysis with AI 45 minutes
Strategic CRM Data Application 45 minutes

7 assignments Total 330 minutes

Analyzing CRM Data for Sales Insights Assessment 30 minutes
Complete Sales Data Analysis System 90 minutes
Data Analysis Excellence 30 minutes
Advanced Trend Analysis and Validation 60 minutes
Trend Analysis Mastery 30 minutes
Comprehensive Strategic Plan Development 60 minutes
Strategic Application Excellence 30 minutes

This module focuses on leveraging AI analytics to monitor and optimize customer engagement through comprehensive CRM metrics analysis. Students will master systematic approaches to measuring engagement effectiveness, identifying improvement opportunities, and implementing data-driven strategies that enhance customer relationships and retention. The module emphasizes developing critical evaluation skills for AI-generated insights while building expertise in translating engagement data into strategic actions that drive business results.

What's included

6 videos3 readings8 assignments

6 videos Total 22 minutes

The Power of AI-Enhanced Engagement Analytics 4 minutes
AI-Enhanced CRM Engagement Analytics 3 minutes
Ethical AI Impact Assessment 5 minutes
Privacy-Compliant AI Impact Evaluation 3 minutes
Engagement Optimization Success 4 minutes
AI-Driven Engagement Optimization 3 minutes

3 readings Total 135 minutes

Strategic Customer Engagement Monitoring with AI 45 minutes
Strategic AI Impact Assessment and Privacy Protection 45 minutes
Strategic Engagement Tactic Optimization 45 minutes

8 assignments Total 405 minutes

Monitoring Customer Engagement with AI Assessment 30 minutes
Course Project: AI-Integrated CRM Strategy Development 120 minutes
Comprehensive Engagement Monitoring System 60 minutes
Engagement Monitoring Excellence 30 minutes
AI Impact Assessment with Privacy Protection 60 minutes
AI Impact and Privacy Mastery 30 minutes
Comprehensive Engagement Optimization Plan 45 minutes
Optimization Excellence 30 minutes

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructor

Microsoft

287 Courses 2,371,284 learners

Offered by

Microsoft

Explore more from Marketing

Khalifa University
AI for Executives: AI for Customer Relationship Management
Course
Edureka
Generative AI for Customer Service Automation
Course
Microsoft
AI-powered Customer Intelligence with Microsoft Copilot
Specialization
Coursera
GenAI for Call Centers: AI-Driven Customer Success
Course

Why people choose Coursera for their career

Felipe M.

Learner since 2018

"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."

Jennifer J.

Learner since 2020

"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."

Larry W.

Learner since 2021

"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."

Chaitanya A.

"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

Open new doors with Coursera Plus

Unlimited access to 10,000+ world-class courses, hands-on projects, and job-ready certificate programs - all included in your subscription

Learn more

Advance your career with an online degree

Earn a degree from world-class universities - 100% online

Explore degrees

Join over 3,400 global companies that choose Coursera for Business

Upskill your employees to excel in the digital economy

Learn more

Frequently asked questions

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.