CRM Fundamentals
Understand customer relationship management: leads, contacts, accounts, opportunities, activities, pipelines and customer history.
Level & requirements
Build practical skills and prepare for your first professional role.
- Required experience
- Basic knowledge of the subject; little or no professional experience.
- Prerequisites
- None — you can start today.
- Career roles this supports
- TraineeCRM Specialist
Recommended next step — Intermediate level
CRM Administration →CRM Fundamentals is a professional, project-driven course designed for career-focused learners. Across 36 lessons in 9 modules you build hands-on skills, complete practical exercises, and finish a real project that is assessed against professional standards.
What you will learn
- Explain the value of CRM
- Manage leads, contacts and accounts
- Run opportunities and pipelines
- Use customer history and reports
Curriculum
CRM Concepts
What CRM is · Why customer data matters · CRM vs ERP · The customer view
- Lessons are being published.
Leads
What a lead is · Lead sources · Lead capture · Lead routing
- Lessons are being published.
Contacts
Contact records · Linking contacts · Contact hygiene · Communication log
- Lessons are being published.
Accounts
Account records · Account structure · Relationships · Account management
- Lessons are being published.
Opportunities
What an opportunity is · Stages · Value and probability · Opportunity hygiene
- Lessons are being published.
Activities
Tasks and calls · Meetings and emails · Activity logging · Follow-ups
- Lessons are being published.
Pipelines
Designing pipelines · Stage criteria · Pipeline management · Pipeline health
- Lessons are being published.
Customer History
The full view · Interactions · Tickets and orders · Using history
- Lessons are being published.
Reports
Pipeline reports · Activity reports · Forecasting · Dashboards
- Lessons are being published.
Requirements
- No prior experience required
- A computer with internet access
- Commitment to the practical project