Customer Relationship Management Course

Customers are one of the most important assets that a business possesses. It is therefore no surprise that many businesses list building a customer-centric organisational culture as one of their primary goals. Building positive customer relationships assist business in obtaining this primary goal of customer-centricity.

The purpose of this Customer Relationship Management (CRM) course is to provide in-depth knowledge and understanding of the key concepts, tools and applications of customer relationship management in an attempt to assist business owners and employees in building a customer-centric business. To achieve the outcomes of this CRM course, the following important topics are introduced, discussed and explored: relationship management; customer relationship management; relationship development; successful CRM; design of a customer database; value creation; service quality; service recovery; customer loyalty; customer retention; and planning, implementing and managing CRM in a business.

Whether you want to do this Customer Service Training Course in Cape Town, Durban, Johannesburg or anywhere in between, you will have equal access to our student support portals and related student services.

Course Type:

Business Short Courses

Category:

Marketing Courses

Cost:

R10,920.00

Course Payment Plan:

R455 x 24 months

Course Duration:

Maximum duration of 24 months, however average time for completion varies from 12 to 18 months

Course Objectives:

  • Discuss the various concepts, principles and theories relating to relationship management (RM) and customer relationship management (CRM).
  • Understand the concept CRM and its relevance to professional customer management in a business.
  • Discuss customer loyalty with reference to repeat purchase behaviour, customer retention, customer migration and finally customer lifetime value.
  • Explain how to successfully manage the factors determining customer relationship management in your business.
  • Identify methods of implementing customer relationship management in your business.
  • State how a business should go about building a customer database to support customer relationship management initiatives.
  • Explain the concept of value creation in customer relationship management by referring to the creation of value through service, enhancing value through service quality and service recovery.
  • Apply knowledge of the customer relationship management process to a case study or given scenario.

Entry Requirements:

The minimum entry requirement is a Grade 9 (old Std. 7) and at least 16 years old with the ability to read and write in English, the language of instruction.

Assesment Method:

Students are required to complete all assessments in the course and obtain a minimum pass mark of 50% for each assessment.

Course Employment Field:

  • Customer Relationship Manager
  • Customer Relationship Coordinator
  • Customer Consultant
  • Sales positions
  • CRM Consultant
  • People working in marketing, sales and customer service

Course Modules:

This course comprises of the following modules:

  • Module 1: What is Customer Relationship Management?
  • Module 2: Customer Loyalty
  • Module 3: Customer Relationship Management (CRM) in My Business
  • Module 4: Value Creation
  • Module 5: Customer Relationship Management Processes

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