Automation & Push Channels
CRM
Learning Outcome
6
Apply CRM concepts in real business scenarios
5
Explore basic CRM features and tools
4
Learn how CRM improves customer relationships
3
Understand the role of CRM in sales and marketing
2
Identify how CRM helps in managing customer data
1
Understand what CRM is and its purpose
Electronics store Analogy
Imagine a shop owner, Amit, running a growing electronics store.
Electronics store Analogy
At first, he remembers everything about his customers.
But as the business grows:
- He forgets customer inquiries
- Sends the same offers to everyone
- Misses follow-ups
- His team shares inconsistent information
Electronics store Analogy
Sales start dropping—not due to lack of customers, but poor management.
So Amit introduces a system:
Which Stores customer details
Tracks interests
Schedules follow-ups
Segments customers
Now, customers feel understood, communication improves, and sales grow again.
Electronics store Analogy to CRM
In digital marketing, this system is called a CRM (Customer Relationship Management).
Just like Amit moved from confusion to clarity,
CRM helps businesses turn scattered data into meaningful actions—driving better relationships and higher conversions.
A CRM acts as the brain of your marketing and sales
What is CRM?
CRM stands for Customer Relationship Management.
It tracks leads, conversations, and purchases, and is used by sales, marketing, and support teams to improve customer relationships.
It is a tool used to store, organize, and manage customer information in one place.
Key Features of CRM
CRM systems help manage customers through :
How CRM Works
Popular CRM Tools
Salesforce
HubSpot
Zoho CRM
Freshsales
Real-Life Example
Interactions are tracked
Student enrolls
Common Mistakes
Summary
5
Tools include Salesforce, HubSpot, Zoho CRM, and Freshsales
4
Includes features like lead tracking, follow-ups, and analytics
3
Used by sales, marketing, and support teams
2
It helps track leads, conversations, and purchases
1
CRM is used to store and manage customer data
Quiz
What is the main purpose of CRM?
A. To design ads
B. To manage customer data and interactions
C. To create websites
D. To send random emails
Quiz-Answer
What is the main purpose of CRM?
A. To design ads
B. To manage customer data and interactions
C. To create websites
D. To send random emails
