CERTIFICATE IN CUSTOMER RELATION MANAGEMENT

Course details

Many firms recognise the importance of establishing and sustaining mutually beneficial relationships with customers, and have developed customer relationship management (CRM) strategies. In this course, we examine CRM as a business strategy that integrates internal processes and external networks to create and deliver value for targeted customers and for the organisation. We will take a broader view of 'marketing' than just designing a product, advertising, pricing and distributing it to consumers. It examines the role that stakeholders, such as internal staff, suppliers and influence groups, play in shaping relationships with customers.

1. develop understanding about customer relationship management concepts and frameworks, and how these are applied to form relationships with customers and other internal and external stakeholders. 2. develop skills to analyse and synthesise information and issues, related to customer relationship management, from several perspectives. 3. enhance business communication skills required to work effectively within a marketing team. Updated on 16 July, 2017