🗂️ Module 1: Introduction to CRM

4

Topics Covered:

• What is CRM?

• Why CRM is important for Udyamkart

• Understanding customer lifecycle

• Lead → Prospect → Client → Follow-up → Service

• Types of CRM:

  • Operational

  • Analytical

  • Collaborative

Intern Tasks:

• Write notes on what CRM means.

• Identify CRM needs for Udyamkart clients.

🗂️ Module 2: CRM Dashboard Overview

4

Topics Covered:

• CRM Navigation

• Menu overview (Dashboard, Leads, Tasks, Follow-ups, Reports)

• Understanding analytics & KPIs

• Daily workflow in CRM

Intern Tasks:

• Login and explore each section.

• Take screenshots and write what each section does.

🗂️ Module 3: Lead Management (Most Important)

Topics Covered:

• What is a Lead?

• Adding a new lead

• Assigning lead to team member

• Lead stages:

  • New

  • Contacted

  • Qualified

  • In Progress

  • Converted

  • Lost

• Lead priority & tagging

• Lead source management (Website, WhatsApp, Calls, Ads)

Intern Tasks:

• Add 10 demo leads

• Change their status daily

• Write a 1-page report on lead journey

🗂️ Module 4: Customer Communication Management

Topics Covered:

• How to write professional follow-up messages

• Email follow-up inside CRM

• Call logs & notes

• WhatsApp integration

• Setting reminders for calls

• Converting communication into actionable tasks

Intern Tasks:

• Write 5 follow-up messages

• Record call notes for 3 demo leads

🗂️ Module 5: Task Management in CRM

Topics Covered:

• Creating tasks

• Assigning tasks

• Setting deadlines

• CRM notifications & reminders

• Task priority: High / Medium / Low

• Daily task tracking method

Intern Tasks:

• Create 5 customer-related tasks

• Complete them and update status with proof

🗂️ Module 6: Sales Funnel & Pipeline Tracking

Topics Covered:

• What is a Sales Pipeline?

• Pipeline stages for Udyamkart:

  • Inquiry

  • Demo Scheduled

  • Proposal Sent

  • Negotiation

  • Closed-Won / Closed-Lost

• Understanding funnel metrics

• Identifying weak points in pipeline

Intern Tasks:

• Move 10 leads manually through pipeline

• Prepare funnel chart (CRM or Excel)

🗂️ Module 7: CRM Data Entry & Data Cleaning

Topics Covered:

• Importance of clean data

• Removing duplicate leads

• Updating old leads

• Correct way of storing:

  • Email

  • Phone

  • Address

  • Status

• GDPR/Privacy awareness

Intern Tasks:

• Clean 20 old leads

• Update all incomplete fields

🗂️ Module 8: Reporting & Analytics

Topics Covered:

• Daily reports

• Weekly lead performance

• Conversion rate

• Follow-up performance report

• Source-wise report (Ads, organic, website)

Intern Tasks:

• Generate daily CRM report

• Create one analytics sheet in Excel

🗂️ Module 9: CRM for Udyamkart Services

Topics Covered:

• How Udyamkart uses CRM for:

  • ERP Clients

  • School/College Leads

  • Website Development Leads

  • Software Development Leads

• Managing B2B clients

• CRM role in customer satisfaction

• Service ticket system overview

Intern Tasks:

• Create a lead workflow for “School ERP Inquiry”

• Design follow-up plan for 7 days

🗂️ Module 10: Final Assessment 

Assessment Includes:

• Add 20 real/dummy leads

• Create tasks

• Move pipeline

• Generate report

• Present CRM workflow

Certificate Evaluation:

• Accuracy

• Professional communication

• Speed

• Reporting skills

🏆 Outcome of the CRM Internship Course

After completing this course, the intern will be able to:
✔ Manage leads professionally
✔ Follow-up effectively
✔ Handle CRM dashboard operations
✔ Prepare reports & analytics
✔ Support Udyamkart sales & service teams
✔ Streamline communication with clients