The Customer-Centric CRM: Navigating Customer Relationships Specialization equips learners with the strategic knowledge and practical skills to manage and enhance customer relationships effectively. Through a structured, case-based approach, learners explore CRM fundamentals, analyze customer lifecycles, design strategic blueprints, and implement automation tools. This hands-on program bridges theory and practice, helping professionals create data-driven, value-focused CRM systems that improve acquisition, retention, and long-term loyalty across marketing, sales, and service domains.
Customer-Centric CRM Strategy and Management Specialization
Customer-Centric CRM Strategy and Management Specialization
Master Customer-Centric CRM Strategies. Learn to design, implement, and optimize CRM systems that drive customer success and loyalty.
Instructor: EDUCBA
Included with 
Get in-depth knowledge of a subject
Beginner level
Recommended experience
1 month at 10 hours a week
Flexible schedule
Earn a career credential
Share your expertise with employers
Get in-depth knowledge of a subject
Beginner level
Recommended experience
1 month at 10 hours a week
Flexible schedule
Earn a career credential
Share your expertise with employers
What you'll learn
Analyze customer lifecycles and apply CRM frameworks to enhance business performance.
Design and implement customer-centric CRM strategies using analytical and automation tools.
Evaluate and optimize CRM systems to improve acquisition, retention, and overall customer value.
Overview
What’s included
Shareable certificate
Add to your LinkedIn profile
Taught in English
Recently updated!
October 2025
30 practice exercises
Advance your subject-matter expertise
- Learn in-demand skills from university and industry experts
- Master a subject or tool with hands-on projects
- Develop a deep understanding of key concepts
- Earn a career certificate from EDUCBA
Specialization - 3 course series
What you'll learn
Analyze customer lifecycle and CRM strategies.
Differentiate acquisition vs. retention approaches.
Apply CRM tools to optimize business performance.
Skills you'll gain
Customer experience strategy (CX), Value Propositions, Portfolio Management, Key Performance Indicators (KPIs), Customer Retention, Customer Data Management, Automation, Customer Relationship Management, Customer Acquisition Management, Customer Success Management, Customer Analysis, Marketing Automation, and Customer Relationship Building
What you'll learn
Analyze CRM frameworks and strategic blueprints.
Apply PESTLE and SWOT for CRM audits.
Implement tools to enhance customer experience.
Skills you'll gain
Analysis, Customer Engagement, Market Analysis, Organizational Strategy, Competitive Analysis, Customer Relationship Management, Customer Data Management, Customer Analysis, Business Strategy, Business Analysis, Customer experience strategy (CX), Auditing, and Brand Loyalty
What you'll learn
Analyze CRM strategies using PESTLE and SWOT.
Apply automation tools to enhance customer engagement.
Design CRM frameworks aligned with business goals.
Skills you'll gain
Marketing Automation, Business Strategy, Customer Relationship Management (CRM) Software, Auditing, Customer Relationship Management, Analysis, Market Analysis, Customer Analysis, Business Metrics, Customer Data Management, Case Studies, Spatial Data Analysis, Automation, and Organizational Strategy
Earn a career certificate
Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.
Compare with similar products
| Rating | ||||
|---|---|---|---|---|
| Level | ||||
| Skills | ||||
| Last updated | ||||
| Number of practice exercises | ||||
| Degree eligibility | ||||
| Part of Coursera Plus |
You might also like
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
Advance your career with an online degree
Earn a degree from world-class universities - 100% online
Join over 3,400 global companies that choose Coursera for Business
Upskill your employees to excel in the digital economy
Frequently asked questions
The Customer-Centric CRM: Navigating Customer Relationships Specialization can typically be completed in approximately 8 to 9 weeks, with a recommended commitment of 3–4 hours per week. This flexible, self-paced structure allows learners to progress through the courses while balancing professional or academic responsibilities. Each course builds sequentially—from understanding CRM fundamentals to applying advanced strategic and analytical frameworks—ensuring steady skill development and practical mastery by the end of the program.
A foundational understanding of marketing, business strategy, or customer service operations is helpful but not mandatory. Familiarity with basic business analysis concepts or CRM tools can enhance the learning experience, though the program is designed to support learners from diverse professional backgrounds.
Yes. The courses are structured progressively to ensure a smooth learning experience—from building a strong foundation in CRM principles to applying strategic frameworks and automation tools in real-world scenarios. Taking the courses in sequence allows learners to develop both theoretical understanding and applied skills in a cohesive manner.
More questions
Financial aid available,