Diploma in Customer Relationship Management

Customer relationship management (CRM) systems have become essential in modern business and marketing. A CRM embodies the practices and strategies needed to manage and analyse customer (and potential customer) activities and related data through the customer lifecycle. A well-managed CRM can have very positive impacts on customer relationships, driving loyalty and retention and thereby sales increases. A key aspect of CRM technologies is data analytics. Customer data can be collected across multiple sources as the customer interacts with the organisation. This can be analysed to build robust personas and predict future trends.

The programme aims to provide insight into the many features and functions of customer relationship management theories and practices.  You will learn how best to manage customers and their needs and expectations, ensuring there is a genuine relationship built up with a customer base.  The programme includes several hands-on sessions learning how to use Salesforce CRM.  Salesforce has revolutionised the CRM market, being the first organisation to realise the benefits in properly configured and managed CRM systems.  They continue to lead the market in innovating with their CRM offerings.  The programme allows for an opportunity to complete some Salesforce Trailhead Badges.

Course Content

• Customers and their management (customer lifecycle, segmentation and targeting, defining buyer personas)
• Definition and characteristics of modern CRM (comparison with traditional CRM, combining marketing / sales / operations, combining strategic / operational / analytical CRM).
• Relationships with customers (loyalty and retention)
• Inbound marketing (lead management, converting opportunities into leads)
• Social CRM (social media platforms, social reach and measurement)
• Data & Analytics (capturing and tracking data and data flows, predictive and exploratory analytics, presenting data, data privacy issues)
• Salesforce Trailheads
• Salesforce CRM
  • Getting started with Salesforce CRM
  • Accounts & Contacts for Salesforce
  • Leads & Opportunities
  • Reports & Dashboards
  • Chatter Administration
• Salesforce CRM Analytics
  • Data Management
  • Analytics Basics
  • Analytics Dashboard Navigation
  • Desktop Analytics Exploration
  • Mobile Analytics Exploration

Experience virtual learning

IBAT is now offering 100% interactive learning via virtual classrooms, all at an affordable price. We’re adapting along with the rest of the world, to the new normal. With an increasing shift towards online learning and as jobs become harder to find, now is the time to take initiative and upskill by gaining a diploma from the comfort of your own home.

Benefit from live sessions with our expert tutors who are teaching in real-time and can therefore engage with you directly. Seize this opportunity to boost your prospects and stay ahead of the competition.