Advanced Customer Relationship Management focuses on enhancing customer engagement strategies and deepening relationship-building skills. Learners will explore advanced strategies for client retention, develop tools for assessing customer needs, and create effective proposals to enhance their client retention efforts. The course will also address achieving customer success and satisfaction through strategic customer relationship management, demonstrating how to utilize Microsoft Dynamics 365 and Microsoft Copilot to streamline these processes.
Advanced Customer Relationship Management
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Advanced Customer Relationship Management
This course is part of Microsoft Account Manager with Generative AI Professional Certificate
Instructor: Microsoft
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Advanced level
Recommended experience
2 weeks to complete
at 10 hours a week
Flexible schedule
Learn at your own pace
Skills you'll gain
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Shareable certificate
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Recently updated!
December 2025
Taught in English
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This course is part of the Microsoft Account Manager 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
Client Retention Strategies explores proven methodologies for converting one-time customers into loyal, repeat clients through strategic retention programs and personalized engagement approaches. Students will learn to identify key retention indicators, design loyalty initiatives, and leverage CRM data to create targeted retention campaigns. The module emphasizes the financial impact of retention versus acquisition and how to build systematic approaches to client loyalty while leveraging AI-powered insights to enhance retention strategies.
What's included
7 videos4 readings7 assignments
Needs Assessment and Customized Solutions focuses on developing comprehensive skills in conducting client needs assessments and creating customized solutions that drive client success and satisfaction. Learners will explore systematic methodologies for identifying client gaps, develop tailored solutions that address specific requirements, and evaluate the effectiveness of implemented solutions to ensure continuous improvement and delivery of client value.
What's included
6 videos3 readings7 assignments
Proposal Writing and Presentation focuses on developing advanced skills in proposal creation and presentation that transform client insights into compelling business cases for strategic partnerships. Learners will explore proven methodologies for crafting persuasive proposals, designing engaging presentations, and delivering communications that drive decision-maker engagement and secure client commitment to strategic initiatives.
What's included
6 videos3 readings7 assignments
Customer Success and Satisfaction focuses on implementing comprehensive customer success strategies that ensure clients achieve their desired outcomes while strengthening long-term account relationships. Learners will explore systematic approaches to customer success management, satisfaction monitoring, and strategic relationship building that create sustainable partnerships extending beyond transactional interactions. The module emphasizes proactive value creation, systematic feedback collection, and the development of strategic partnerships that drive mutual success and account growth.
What's included
6 videos3 readings8 assignments
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