Customer Relationship Management (CRM)

Course Dates :

15/09/25

5

Course ID:

250915001001119ESH

Course Duration :

5 Studying Day/s

Course Location:

Course Category:

Professional and CPD Training Programs

Subcategories: Construction Safety, Health and Wellbeing, Environmental Sustainability, Risk Management, Technical Skills Development, Leadership and Communication, Quality Assurance

Course Certified By:

* ESHub CPD
&
* LondonUni - Executive Management Training

* Professional Training and CPD Programs

Leading to:
Executive Diploma Certificate
Leading to:
Executive Mini Masters Certificate
Leading to
Executive Masters Certificate

Certification Will Be Issued From : From London, United Kingdom

Course Information

Introduction

Customer Relationship Management (CRM) has emerged as a cornerstone of modern business strategy, enabling organizations to build and sustain meaningful relationships with their customers. As industries evolve in an increasingly competitive landscape, the ability to understand, anticipate, and meet customer needs is no longer optional but essential for survival and growth. CRM systems and strategies provide businesses with the tools and frameworks to streamline interactions, analyze customer behavior, and deliver personalized experiences. This course delves into the intricacies of CRM, offering participants a comprehensive understanding of its theoretical foundations and practical applications.

Despite its widespread adoption, many organizations struggle to implement CRM effectively due to gaps in knowledge, inadequate training, or misaligned strategies. For instance, a 2022 industry report revealed that over 60% of CRM initiatives fail to achieve their intended objectives, often because of poor integration with existing workflows or insufficient employee engagement. This course addresses these challenges by equipping participants with the skills to design, implement, and optimize CRM strategies that align with organizational goals. By bridging the gap between theory and practice, it empowers professionals to turn customer data into actionable insights.

The benefits of mastering CRM extend beyond improved customer satisfaction. Organizations that excel in CRM often experience higher retention rates, increased sales, and enhanced brand loyalty. For individuals, proficiency in CRM opens doors to career advancement opportunities in marketing, sales, customer service, and strategic planning. Drawing on established frameworks such as the Customer Lifetime Value (CLV) model and the Service-Dominant Logic (SDL), this course ensures participants gain a robust foundation in CRM principles while staying abreast of emerging trends like AI-driven analytics and omnichannel engagement.

Consider the case of a global retail chain that implemented a CRM system to consolidate customer data across online and offline channels. By leveraging predictive analytics, they identified purchasing patterns and tailored promotions accordingly, resulting in a 25% increase in repeat purchases within six months. Such examples underscore the transformative potential of CRM when applied strategically. Participants will explore similar case studies throughout the course, gaining insights into how leading organizations have harnessed CRM to drive success.

In addition to enhancing operational efficiency, CRM fosters a culture of customer-centricity within organizations. It encourages cross-functional collaboration, ensuring that every department—from marketing to product development—works harmoniously toward a shared vision of customer excellence. This course emphasizes the importance of aligning CRM initiatives with broader business objectives, using real-world scenarios to illustrate how effective CRM can serve as a catalyst for innovation and growth.

Ultimately, this course is designed to empower professionals to navigate the complexities of CRM with confidence and competence. Whether you are seeking to enhance your organization’s customer engagement strategies or aiming to advance your career in a customer-focused role, this program offers the tools and insights needed to succeed. By combining rigorous academic content with practical exercises, it ensures participants leave equipped to make a tangible impact in their professional environments.

Objectives

By attending this course, participants will be able to:

Analyze the core principles and components of CRM frameworks and their relevance to organizational success.
Evaluate the effectiveness of existing CRM systems and propose enhancements based on industry best practices.
Design customer-centric strategies that integrate data analytics, segmentation, and personalization techniques.
Implement CRM software solutions to streamline processes and improve customer interactions.
Apply ethical considerations and compliance requirements to ensure data privacy and security in CRM operations.
Develop performance metrics and KPIs to measure the impact of CRM initiatives on customer satisfaction and revenue growth.
Synthesize insights from case studies and industry trends to innovate and adapt CRM strategies in dynamic market conditions.

Who Should Attend?

This course is ideal for:

Marketing managers and executives responsible for driving customer acquisition and retention strategies.
Sales professionals seeking to leverage CRM tools to enhance lead management and conversion rates.
Customer service representatives and team leaders aiming to improve client interactions and resolve issues efficiently.
IT specialists tasked with implementing and maintaining CRM platforms.
Entrepreneurs and small business owners looking to establish scalable customer engagement frameworks.


These groups will find the course valuable as it provides actionable insights and practical tools tailored to their specific roles. While prior experience with CRM systems is beneficial, the course is structured to accommodate beginners and intermediate learners, ensuring all participants develop a strong foundational understanding before progressing to advanced topics.

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
• Post-assessment

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

The course agenda will be as follows:
• Technical Session 08.30-10.00 am
• Coffee Break 10.00-10.15 am
• Technical Session 10.15-12.15 noon
• Coffee Break 12.15-12.45 pm
• Technical Session 12.45-02.30 pm
• Course Ends 02.30 pm