Global Management Academy U.K.
Global Management Academy U.K.

Customer Relations Management



Managing relationships with customers has become a critical organizational competency. CRM is vital for customer retention, and E-CRM has become an essential tool in customer retention, and increasingly in customer acquisition.


This strategic level course is designed for managers, marketing specialists and professionals tasked with improving the overall competitive potential of their organizations. 


The Global CRM training course provides a strategic approach to customer engagement enabling you to build an integrated organization-wide management system which will improve your firm’s sales process, build customer loyalty, and significantly improve your bottom line.


The course provides guidance on setting a vision and purpose for CRM, and tools and resources for the development of an organization wide CRM strategy this will also involve an analysis of the customer journey, and identification of the key customer touch points and strategies to optimize the customer experience. You will also learn how to review and evaluate your customer supply chain to identify opportunities for improvement in procurement, distribution, and logistics.


In addition, you will learn how CRM can be applied in Marketing, Sales and Customer Support, and the range of technologies available for standalone CRM and fully integrated CRM systems.


Finally, you will learn how to evaluate and select CRM systems for your organization, and how to plan for and implement a successful CRM project.



The content of this course includes:

  • Understanding Customer Relations
  • CRM and Customer Loyalty
  • CRM in Marketing
  • CRM and Sales
  • CRM and Customer Service
  • CRM and Key account management
  • CRM in E-Business
  • Understanding the Customer Supply Chain
  • CRM and Supply chain management (SCM)
  • CRM and integration with ERPs
  • How to select a best fit CRM systems
  • How to plan for successful CRM implementation

Course Details

SUITABLE FOR: Marketing Managers | Professionals

COURSE DURATION: 20 Hours (at learner's pace).

CERTIFICATION: - Global Management Academy Certificate.

ACCESS DURATION: - 90 days from the date of purchase.

ILM EQUIVALENCE: M5.12 Managing Customer Relations (3 Credits)

Buy this course

COURSE FEES £89 now £69 - Click here to buy now


ILM Customer Service Management

This is course is one of 4 courses in the ILM Endorsed CUSTOMER SERVICE MANAGEMENT PROGRAM. Get all 4 courses for £240.


Certification from the Institute of Leadership and Management


Learn more...

ILM Certification

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To get more information and discuss payment options, click on the link, or contact us on: 


Tel: 028 9064 0231






Please contact us on the following phone number with any questions:


+44 (0) 28 90640231


Please also use our contact form.



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