AI for CRM (Customer Relationship Management) Excellence

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
• Preview many lectures for free to see the content for yourself
• Clear your doubts on this topic any time while doing the course
• Get Udemy’s 30 days Money Back Guarantee

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

Preview for yourself many lectures free. If you like the content, enrol for the course, enjoy and skill yourself to start using AI for CRM Excellence!

Please remember that this course comes with Udemy’s 30 days Money Back Guarantee

Please remember to reach out to me for any help in enjoying this course after you enroll