Customer Relationship Management (CRM) Systems

Programme outline

What you will study

• CRM fundamentals and vendor landscape
• Customer data capture, hygiene and deduplication
• Case, ticket and pipeline management
• Segmentation and targeted communication
• Reporting, dashboards and forecasting
• Data protection and the NDPA 2023 in practice

What you will be able to do

• Maintain a clean, reliable customer database
• Manage cases and pipelines inside a CRM to standard
• Build management reports from CRM data

Assessment & certification

Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.

Who this is for

This programme is pitched at intermediate level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.