This course explains what customer relationship management is, the benefits it brings, the environments in which it is used, the technologies it draws on, and how it is implemented. It presents customer relationship management practices and the technologies used to improve marketing, sales and customer service results across every stage of the customer journey cycle. These stages include attracting new customers, retaining existing customers, developing the market and creating a sustainable competitive advantage. The course also shows how customer relationship management is coordinated with other functional departments in the business.