CRM
CRM & Customer Communications Fundamentals
Understand lifecycle communications, channel governance, consent, segmentation concepts, campaign QA and responsible customer communication.
Curriculum
9 structured lessons.
01
Role of CRM
8–20 minLesson · guided learning
02
Lifecycle communication
8–20 minLesson · guided learning
03
Segmentation concepts
8–20 minLesson · guided learning
04
Email, SMS and push
8–20 minLesson · guided learning
05
Consent and preferences
8–20 minLesson · guided learning
06
Campaign QA
8–20 minLesson · guided learning
07
Measurement terminology
8–20 minLesson · guided learning
08
Responsible communication
8–20 minLesson · guided learning
09
Final assessment
AssessmentLesson · guided learning
Practical resources
Take the framework back to work.
DOCX
Incident Report Template
Structure incidents by impact, timeline, owners, actions and follow-up.
Resource library →XLSX
Escalation Matrix
Define severity, owners, response channels and escalation thresholds.
Resource library →XLSX
Daily Operations Checklist
A repeatable opening and monitoring checklist for operational teams.
Resource library →DOCX
Weekly Operations Report
Summarize service health, incidents, risks and actions for management.
Resource library →