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AI-Powered Customer Engagement for Retail Industry Using Salesforce CRM System
Syed Talal Hassan Rizvi
Syed Talal Hassan Rizvi
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AI-Powered Customer Engagement for Retail Industry Using Salesforce CRM System

Leverage Salesforce CRM and AI (Artificial Intelligence) to personalize customer experiences in retail e-commerce, boosting sales and retention through a central hub for customer data and behavior analysis.

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Mondays
 at
6:00
P.M.
 ET /
3:00
P.M.
PT
8 weeks, 2-3 hours per week
Intermediate
No experience required
No experience required
Some experience required
Degree and experience required

Description

In the retail eCommerce industry, configuring and managing CRM systems like Salesforce is a vital skill, especially for entry-level positions. In this Build Project, you’ll step into the role of a Retail CRM Specialist and develop configurations using Salesforce CRM, integrating AI tools like Einstein to automate customer response management and enhance data personalization.

Under the supervision of an experienced industry expert, you’ll focus on setting up and optimizing generative AI capabilities within Salesforce to transform customer data management and personalize shopping experiences. You’ll also become proficient with low-code tools like Salesforce Flow Builder to accelerate market implementation. All this will happen in an environment that simulates the operations of a real retail eCommerce team.

Session timeline

  • Applications open
    September 5, 2024
  • Application deadline
    September 22, 2024
  • Project start date
    Week of July 8, 2024
    Week of
    October 7, 2024
  • Project end date
    Week of

What you will learn

  • Establish a comprehensive understanding of Salesforce CRM platform for Retail eCommerce industry.  
  • How to use the Salesforce CRM to manage centralize customer data, personalize the online shopping experience, and track key performance indicators (KPIs) like sales revenue, conversion rate, customer lifetime value etc.
  • How to use the key insights of customer behavior to achieve business targets like an increase in online sales, percentage sales increase in a particular category, customer retention within the required timeframe etc.
Build Projects are 8-week experiences that operate on a rolling basis. Selected participants engage in weekly live workshops with a Build Fellow and 2-15 other students.

Project workshops

1
Understand CRM and Salesforce
2
Set Up Service Cloud
3
Explore Data Architecture
4
Create and Import Data
5
Connect Social Media and Email
6
Use Flow Builder
7
Manage Customer Responses and Leverage AI
8
Presentations and Reflections

Prerequisites

  • Basic Understanding of Any CRM System: You should be familiar with the general functionalities of any CRM platform, such as managing customer data, creating workflows, and using basic CRM tools to improve customer interactions.
  • Knowledge of Retail eCommerce: You should have a basic understanding of the retail eCommerce industry, including key concepts like online sales, customer behavior, and digital marketing, to help you understand the project’s objectives.
  • Basic Programming Skills: You should have a foundational understanding of programming concepts, such as basic logic, functions, and syntax, to navigate the Salesforce environment, even though the project focuses on low-code development.
  • Interest in AI and Emerging Technologies: Having an interest in artificial intelligence and its applications in CRM systems will be helpful. This curiosity will enable you to engage more deeply with the project, particularly in exploring how AI can enhance customer management.
  • Analytical and Problem-Solving Skills: You should have the ability to analyze basic business scenarios and think critically to develop practical solutions using CRM tools and AI technologies. This skill will be essential for achieving the project’s goals.

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About the expert
Syed Talal Hassan Rizvi
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Syed Talal Hassan
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My name is Syed Talal Hassan Rizvi, and I am a 41-year-old Computer Systems Analyst Fellow currently serving as the Senior Vice President (SVP) of US Operations at Nestosh US LLC. With 20 years of experience in the IT industry, my journey commenced from very humble beginnings. I started my career as a pizza delivery boy and then ventured into selling audio music cassettes, CDs, and movies on VHS, VCD, and DVD. Coming from a broken family with no clear direction in life, I decided to pursue a career in IT. I began as Computer and Network Operator and with sheer hard-work and self teaching soon promoted as a Network Administrator. I also had a teaching experience in the past and taught a class of high-school kids at a Technology Academy.