CRM Tool Hands-On

In this session, students will gain practical exposure to Customer Relationship Management (CRM) tools, which are essential for managing and automating communications with customers across email and WhatsApp. This hands-on learning will help students understand how to use a CRM to segment audiences, manage campaigns, and track performance—all from a single dashboard.

What is a CRM Tool?

A CRM (Customer Relationship Management) tool is a platform that helps businesses manage customer interactions and data throughout the customer lifecycle. It integrates with email marketing platforms, WhatsApp APIs, and automation tools to streamline communication, sales, and support activities.

Objectives of the Hands-On Session

Understanding the Interface
Students will be introduced to the dashboard of popular CRM tools such as HubSpot, Zoho CRM, Mailchimp, or ActiveCampaign, depending on availability.

Contact Management

Learn how to:

• Import contacts into the CRM.
• Segment users based on behavior, demographics, or purchase history.
• Tag and categorize contacts for targeted communication.

Creating Campaigns

Students will create:

• Email campaigns directly from the CRM.
• WhatsApp campaigns using CRM integrations or external tools like Twilio, WATI, or Gupshup.

Automation Setup

Demonstration of how to set up:

• Drip sequences.
• Trigger-based workflows (e.g., welcome emails on sign-up, cart recovery messages, re-engagement flows).

Tracking and Analytics

Students will learn to interpret:

• Open rates, click-through rates, and conversion data.
• Real-time campaign performance dashboards.
• Reports for customer lifecycle tracking.

Real-World Use Cases

• Running a welcome email series when a user signs up for a newsletter.
• Sending WhatsApp order updates or confirmations.
• Creating reminders for abandoned carts or subscription renewals.