CRM Business Analyst: Customer & Sales Processes
Improve how a company finds, sells to and serves customers — and the CRM systems behind it
4.5(141 ratings) 460 learners
Taught by Arjun Nair
- Online
- Intermediate
- English
- 6 weeks, 4 hrs/week
- Updated Oct 2026
What you'll learn
- Map customer journeys and sales funnels
- Design lead, opportunity and case processes
- Write CRM requirements and data models
- Define CRM reports and KPIs
Tools you'll use
- Salesforce concepts
- Dynamics concepts
- Excel
Course content
2 modules, 4 lessons, 1 hr 4 min total
Module 1 — Customer journeys2 lessons, 32 min
- Customer journeys: overviewFree previewReading, 12m
- Customer journeys: worked exampleReading, 20m
Module 2 — CRM requirements2 lessons, 32 min
- CRM requirements: overviewReading, 12m
- CRM requirements: worked exampleReading, 20m
Before you start
- Business Analysis Foundations recommended
About this course
Map customer journeys, design lead-to-opportunity and service processes, and write requirements for CRM platforms such as Salesforce and Dynamics.
Your instructor
AN
Arjun Nair
CRM & Transformation Manager, Customer experience consulting
Arjun has designed CRM and digital transformation programmes for insurance and telecom companies. He teaches journey mapping, business cases and change management.
Learner reviews
4.5
Course rating
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SK
Sanya Kapoor
8 Oct 2026
Nice structure. A few more practice exercises would make it perfect.
MR
Meera Reddy
5 Oct 2026
Good pace and very well explained. The user story lessons were the most useful for me.