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CITY OF LONDON COLLEGE OF ECONOMICS

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Customer Relationship Manager Diploma

£299.00

Customer Relationship Manager Diploma

Duration: 3 months

Assessment: One comprehensive practical assignment

Build expertise in managing and enhancing customer relationships effectively with this internationally recognized diploma. This fully online, flexible program equips you with the strategic and operational skills needed to create successful CRM strategies, manage customer data, and resolve conflicts while fostering long-term loyalty.

Course Modules and Key Learnings:

  1. CRM Success Factors
    Understand the key principles and drivers behind successful customer relationship management initiatives.

  2. The Customer Service and Sales Profile
    Analyze customer service and sales characteristics to tailor approaches that meet diverse client needs.

  3. Managing Your Customer Service/Sales Profile
    Develop skills to adapt and optimize customer interaction profiles for improved satisfaction and sales outcomes.

  4. Choosing Your CRM Strategy
    Learn how to select and implement CRM strategies aligned with organizational goals and customer expectations.

  5. Managing and Sharing Customer Data
    Gain proficiency in data management practices, ensuring accuracy, security, and effective use of customer information.

  6. Tools for Capturing Customer Information
    Explore CRM technologies and tools essential for gathering and utilizing customer insights.

  7. Service-Level Agreements (SLAs)
    Understand the role of SLAs in defining service expectations and measuring performance standards.

  8. E-Commerce: CRM on the Internet
    Study customer relationship management in digital environments, focusing on online customer engagement and retention.

  9. Managing Relationships Through Conflict
    Acquire techniques for resolving conflicts constructively to maintain strong customer partnerships.

  10. Fighting Complacency: The “Seven-Year Itch”
    Learn to identify and overcome stagnation in customer relationships to sustain long-term loyalty.

  11. Resetting Your CRM Strategy
    Develop capabilities to evaluate, revise, and enhance CRM strategies as market conditions and customer needs evolve.


Assessment:
Students complete one practical assignment that integrates their learning and demonstrates the application of CRM concepts in real-world business scenarios. You may begin the assignment immediately upon enrollment and complete the diploma at your convenience.