Want to use AI (Artificial Intelligence) for CRM Excellence but don’t know what to do and how?
Take a look at this course where you will
Not only learn about AI for CRM Excellence including how AI helps build Excellence in CRM, Case Studies of AI helping build Excellence, Building Blocks of using AI to build CRM Excellence and How to implement these AI Building Blocks for CRM Excellence in
Personalized Customer Experiences, Proactive Customer Engagement, AI-Powered Customer Support, Sales and Marketing Intelligence, CRM Process Automation, Customer Retention and Loyalty and Real-time Decision Support
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My exposure to AI for CRM Excellence started in early 2010s its Foundations was laid when
CRM platforms (like Salesforce, SAP, Microsoft Dynamics) primarily focused on data storage and workflow automation.
AI was mostly limited to simple rule-based recommendations or basic analytic like lead scoring based on static criteria.
I continued to learn about AI for CRM Excellence through
2015–2017 with Rise of Machine Learning and Predictive Analytics
Cloud computing matured, making it easier to store and process large datasets.
Salesforce launched Einstein AI in 2016, marking one of the first major CRM platforms to integrate AI natively.
Microsoft began embedding AI features into Dynamics 365 around the same time.
2018–2020 with Democratization of AI Tools
Widespread adoption of machine learning platforms (like Azure ML, AWS SageMaker, Google Cloud AI).
CRM vendors started embedding predictive lead scoring, churn prediction, and sentiment analysis as standard features.
AI chatbots (like Drift, Intercom, Salesforce Einstein Bots) became popular for customer support.
2021–2023 with Generative AI and Conversational AI
Language models like OpenAI’s GPT-3 (2020) and subsequent releases inspired CRM providers to explore natural language generation and summarization (e.g. drafting emails, summarizing calls).
Salesforce Einstein added more advanced NLP features for case classification and sentiment detection.
Microsoft Copilot integrated GPT-based capabilities into Office and Dynamics 365, enabling AI to draft content and analyze conversations.
2023–2025 when AI Becomes Core to CRM Excellence
Generative AI transforms content creation, marketing, and personalization—helping sales reps draft proposals, emails, and social posts.
Predictive analytics now routinely includes recommendations, churn risk, and customer lifetime value.
AI agents assist human agents with next-best-action suggestions, call summarization, and personalized product recommendations
I bring in this course my learnings from this journey and share with you how can you also can successfully use AI for CRM Excellence
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Everything You Need to Know About AI for CRM (Customer Relationship Management) Excellence
This course is a comprehensive and well-structured introduction to AI for CRM (Customer Relationship Management) Excellence. The instructor, Arun Singhal B-Tech, MBA (IIM-B),Unilever, J&J, Danone, IIMU, Cello, is a leading expert in the field with a wealth of experience in Business to share.
The course is well-structured and easy to follow, and the instructor does a great job of explaining complex concepts in a clear and concise way.
The course is divided into sections, each of which covers a different aspect related to Sales. Each module contains a series of video lectures, readings, and hands-on exercises.
The instructor does a great job of explaining each topic in a clear and concise way. He/She also provides plenty of examples and exercises to help students learn the material.
One of the things I liked most about this course is that it is very practical. The instructor focuses on teaching students the skills and knowledge they need to succeed in the real world. He/She also provides students with access to a variety of resources, including templates, checklists, and cheat sheets.
Another thing I liked about this course is that it is offered on Udemy. Udemy is a great platform for taking online courses because it offers a lot of flexibility for students. Students can choose to take courses at their own pace, and they can access the course materials from anywhere with an internet connection.
Udemy also offers a variety of payment options, so students can find a plan that works for them. The course also has a very active community forum where students can ask questions and interact with each other. The instructor is also very responsive to student questions and feedback.
Overall, I highly recommend this course to anyone who is interested in learning AI for CRM (Customer Relationship Management) Excellence. It is a well-organized and informative course that will teach you the skills and knowledge you need to succeed.
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