Relationship Manager

Academy for Health & Fitness

CPD Accredited Certificate

Digital certificate - £10

Diploma in Relationship Manager Training at QLS Level 4

Hard copy certificate - £99

Assessment

Included in course price

We are confident that you will find the skills and information you need to succeed in this field and stand out in the eyes of others. Don't rely on poor education and half-baked upbringing. We promise to do our best. We will help you reach your full potential whenever and wherever you need it.

Keep in mind that Relationship Managers provide valuable and important theoretical training to everyone. However, it does not provide an official knowledge for professional practice. Be sure to check with the relevant authorities or administrators for more information.

****Course Curriculum****

Here is the curriculum breakdown of course:

Module 01: Introduction to Customer Relationship Management (CRM)

• What is Customer Relationship Management?
• Why Customer Relationship Management?
• Commercial usages of CRM
• The Benefits of the Customer Value Management Approach
• Summary

Module 02: CRM Fundamentals

• Defining CRM
• Types of CRM
• Misunderstandings
• CRM Models
• Customer Lifecycle
• Summary

Module 03: CRM Strategies

• CRM Perspectives
  
  • Functional Level
  • Customer-facing Front-end Level
  • Company-wide Level
• Elements of a CRM Strategy
  
  • CRM Vision
  • Culture of Customer Orientation
  • Integration and Alignment of Organizational Processes
  • Data and Technology Support
  • CRM Implementation
• Developing a CRM Strategy
  
  • Step 1: Gaining Enterprise-Wide Commitment
  • Step 2: Building a CRM Project Team
  • Step 3: Analyzing Business Requirements
  • Step 4: Defining the CRM Strategy
• Customer Strategy
• Summary

Module 04: Data Analysis in CRM

• The Perspectives of Data Analysis
• Tools for Data Analysis
  
  • Correlation Analysis
  • Regression Analysis
  • Factor Analysis
  • Cluster Analysis
  • Conjoint Analysis
• Data Analysis Methodology
  
  • Customer Segmentation
  • Recency–Frequency–Monetary Value
  • Lifetime Value Analysis
  • Predictive Modelling
  • Market Basket Analysis (MBA)
  • Click Stream Analysis
  • Personalisation
• Summary

Module 05: CRM Databases

• Types of Databases
  
  • Customer Database
  • Prospect Database
  • Cluster Database
  • Enhancement Database
• The Benefits of Marketing Databases
• Application of Marketing Databases
  
  • Applications that Affect Customer Relationship
  • Applications that Affect Other Business Operations
• Summary

Module 06: Deepening Customer Relationship

• Importance of Customer Acquisition and Retention
• Customer Acquisition
• The Cost of Customer Acquisition
• Customer Retention
• Reorganisation for Retaining Customers
• Customer Retention Marketing Strategies
• Summary

Module 07: Communication Skills

• Effective Listening Skills
• Verbal Communication
  
  • Written Communication
  • Oral Communication
• Non-Verbal Communication
• Communication Strategies
• Summary
• Assessment

Module 08: Negotiation Techniques

• Basic Types of Negotiations
• Phases of Negotiation
  
  • Preparation
  • Development
  • Closure
• Negotiation Techniques
• Strategies for Identifying Mutual Gain
• Effective Negotiation Practise
• Negotiation on Behalf of Others
• Summary
• Assessment

Module 09: Conflict Management

• Definition of Conflict
• Benefits of Confrontation
• Prevention of Conflicts
• Anger Management
• Conflict Resolution Techniques
  
  • Research
  • Presentation
  • Take Action
• Summary
• Assessment

Module 10: Time Management

• Activities Planning and Prioritising
• Overcoming Procrastination
• Crisis Handling
• Organising Workspace to Make Better Use of Time
• Planning of Meetings
• Summary
• Assessment

Module 11: Handling Customer Complaints

• Importance of Handling Customer Complaints
• Principles of Good Complaint Handling
  
  • Getting it Right
  • Being Customer Focused
  • Being Open and Accountable
  • Acting Fairly and Proportionately
  • Putting things right
  • Seeking Continuous Improvement
• The Role of CRM in Handling Customer Complaints
• Summary

Module 12: Future of CRM

• Trends Driving Change in Customer Interaction
• The Changing Face of CRM
• What is Digital CRM
• Digital CRM in Practice
• Where to Start
• Cyber Security Concerns
• Summary

Assessment Process

We offer an integrated assessment framework to make the process of evaluating learners easier. You have to complete the assignment questions given at the end of the course and score a minimum of 60% to pass each exam. Our expert trainers will assess your assignment and give you feedback after you submit the assignment.

You will be entitled to claim a certificate endorsed by the Quality Licence Scheme after you have completed all of the exams.

Designed to provide an introduction to relationship management, this course provides an excellent opportunity to gain the critical skills and confidence to launch a successful career. It also provides access to proven educational knowledge on the subject to support those wishing to achieve their personal goals in this area. Full-time and part-time learners are equally supported and study hours are fully customizable to suit your needs.

No formal skills are required.

Completing the Relationship Manager Training will put your relationship management skills and knowledge to the test. This gives you an advantage in career development, applying for jobs, and on-the-job personal learning.

Currently there are no Q&As for this course. Be the first to ask a question.