Practices of Customer Relationship Management (part of the MC5 of Diploma in Business Practice (Customer Relationship & Service Management))
About This Course
This is part of Modular Certificate in Customer Relationship Management (MC5) of Diploma in Business Practice (Customer Relationship & Service Management).
This module consists of 30 hours of training.
What You'll Learn
1. Explain the methods to optimize company’s profits by focusing on having a relationship-oriented culture, implementing CRM strategies, and demonstrating the use of CRM technology in facilitating relationship building
2. Recommend strategies to strengthen relationships with the customers with reference to the Customer Service framework, multichannel communications strategy, concept of individualised customer proposition, and effective data management
3. Describe the different relationship policies and relationship management strategies in relation to managing the different phases of a relationship lifecycle of a customer.
4. Describe the different functions of a CRM system in relation to data management, sales, marketing and service management.
Entry Requirements
Applicants with any of the following qualifications are invited to apply for the course:
1. Minimum of 3 GCE ‘O’ Level credits, including English, Mathematics and at least 1 year of relevant working experience;
2. NITEC with GPA ≥ 3.5 OR
GPA ≥ 3.0 and at least 1 year of relevant working experience;
3. Higher NITEC with GPA ≥ 2.0 OR
GPA ≥ 1.5 and at least 1 year of relevant working experience;
4. NITEC in Services / Technology with GPA ≥ 3.5 and at least 1 year of relevant working experience;
5. Higher NITEC in Services / Technology with GPA ≥ 2.0 and at least 1 year of relevant working experience;
6. Relevant WSQ Advanced Certificate (or higher), and at least 1 year of relevant working experience and Workplace Literary & Numeracy (WPLN) at Level ≥ 6.
7. Others - At least 2 years relevant work experience (subject to interview/assessment).
Recognition of Prior Learning (RPL)
Applicants who do not meet the entry r