Customer Journey & CRM
Map a customer journey and design clear CRM stages, useful records, and reliable follow-up responsibilities.
About this course
Create a practical customer relationship workflow from first enquiry to ongoing service. Learn to define journey stages, capture appropriate information, set follow-up rules, improve handoffs, and review customer outcomes. Exercises work with a paper worksheet or any CRM you already use.
This is a self-paced, text-based starter course with six lessons and guided exercises. Allow about 90 minutes for reading and initial practice; researching your own business may take longer. Bring one business, service, product, or community project to use throughout. Examples are illustrative, and the course does not promise commercial results.
What you will learn
- Map customer stages and key information needs.
- Define CRM stage entry and exit rules.
- Design a useful and minimal customer record.
- Specify follow-up ownership and service handoffs.
Course curriculum
Map the journey and records3 lessons
◆ Map the journey from the customer’s viewPreview · 15 min
🔒 Define clear CRM stagesEnrol to access
🔒 Design a useful customer recordEnrol to access
Manage follow-up and continuity3 lessons
🔒 Set follow-up rules and responsibilitiesEnrol to access
🔒 Make handoffs preserve contextEnrol to access
🔒 Review journey performance and customer signalsEnrol to access