Customer Relationship Management Using Microsoft Dynamics 365 Customer Service

• Introduction to Customer Relationship Management with Dynamics 365
• Overview of CRM principles and the role of Microsoft Dynamics 365 Customer Service
• Understanding the importance of customer relationships in business success
• Utilizing Dynamics 365 for Customer Engagement
• Exploring the features and functionalities of Dynamics 365 for managing customer interactions
• Leveraging Dynamics 365 tools to drive customer loyalty and growth
• Managing Customer Relationships with Dynamics 365 Sales
• Implementing strategies to classify and document new customer accounts
• Developing customer hierarchies and relationships for effective account management
• Enhancing Customer Support with Dynamics 365 Customer Service
• Providing personalized support across multiple channels such as email, chat, and phone
• Leveraging customer history for delivering tailored and efficient customer experiences
• Driving Marketing Effectiveness with Dynamics 365
• Creating segmented customer journeys to guide customers through educational touchpoints
• Using Dynamics 365 Marketing tools to engage customers at every stage of the buyer’s journey
• Optimizing Workflows and Automation
• Streamlining marketing, sales, and customer service processes with task automation
• Enhancing team productivity and focusing on high-impact activities for business growth

Who Can Attend:
• Sales representatives
• Account managers
• Customer service professionals
• Marketing specialists
• Operations teams

1ST BATCH: Tuesday, January 20, 2026 — Friday, January 23, 2026.

2ND BATCH: Tuesday, May 12, 2026 — Friday, May 15, 2026.

3RD BATCH: Tuesday, September 8, 2026 — Friday, September 11, 2026.

The training methodology integrates lectures, interactive discussions, collaborative group exercises, and
illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical
experience, emphasizing the application of learned techniques. This approach ensures that attendees return
to their professional environments equipped with both the competence and self-assurance to effectively
implement the acquired skills in their responsibilities.