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1 Year Access 
Intermediate
3 Students 
41 minutes 
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Fundamentals of Customer Relationship Management is a comprehensive course designed to strengthen CRM Basics for modern businesses. It focuses on Customer Retention and Client Management through effective Relationship Building and Customer Data utilization. Learners gain insight into Engagement Strategy and Customer Experience improvement, enabling organizations to build stronger, long-lasting customer connections and drive sustainable business growth.
Section 02: CRM & Retailing explores how businesses optimize the Sales Pipeline using Customer Data to enhance Customer Experience and Service Quality. This module emphasizes Customer Retention techniques and practical Engagement Strategy implementation. Students learn how CRM systems streamline retail operations, improve Client Management, and strengthen long-term Relationship Building across competitive markets.
Section 03: The CRM Process covers end-to-end strategies for managing the Sales Pipeline, improving Customer Experience, and strengthening Customer Retention. It highlights Loyalty Programs, Service Quality, and Relationship Building as core components of CRM Basics. Learners develop actionable Engagement Strategy skills to enhance long-term customer value and sustainable business performance.
After completing the Fundamentals of Customer Relationship Management course assessment, you will be eligible to receive a CPD-accredited certificate worth £9 from One Education to demonstrate your achievement.
The certificate is also available as a printed hard copy delivered by post for £15.
Fundamentals of Customer Relationship Management is essential for understanding how businesses build and maintain strong relationships with their customers to drive satisfaction and loyalty. This course helps learners understand the core principles behind effective customer relationship strategies.
Studying this course develops skills in customer engagement, data management, and communication. It prepares professionals to use CRM concepts to improve customer experience, strengthen retention, and support long-term business growth through better relationship management.
The Fundamentals of Customer Relationship Management course has a total study time of 41 minutes. Learners can work through the material at a flexible pace, enabling them to complete the programme conveniently while developing basic knowledge of CRM principles, customer engagement, and relationship-building strategies.
The Fundamentals of Customer Relationship Management course is suitable for learners with a basic understanding of business operations, sales, or customer service. Strong communication, analytical thinking, and interpersonal skills are recommended. The course is fully online and accessible from any internet-enabled device, allowing flexible study at your own pace and convenience.
It focuses on understanding customer relationship management (CRM) concepts, customer lifecycle, data management, customer satisfaction, and improving long-term customer relationships.
No, beginners can join as it is designed for entry-level learners in customer service, sales, or marketing.
It is usually delivered online through self-paced modules, CRM concepts, and case study-based learning.
Yes, most courses include quizzes, customer management exercises, and scenario-based assessments.
You will receive a certificate of completion in Fundamentals of Customer Relationship Management.
You can work in customer service, CRM support roles, sales assistance, marketing coordination, or customer experience support.
| Section 01: Introduction | |||
| Welcome & Introduction | 00:01:00 | ||
| Section 02: CRM & Retailing | |||
| Introduction to CRM | 00:02:00 | ||
| Definition of CRM | 00:01:00 | ||
| Important factors for CRM | 00:02:00 | ||
| Customer Loyalty in Retail Context | 00:02:00 | ||
| Customer loyalty & Price | 00:01:00 | ||
| Section 03: The CRM Process | |||
| The CRM Process – A 4-Step Model | 00:01:00 | ||
| Stage 2 – Collecting Customer Data | 00:04:00 | ||
| Identifying Information | 00:03:00 | ||
| Privacy Concerns | 00:03:00 | ||
| Protecting Customer Privacy | 00:01:00 | ||
| Collection More Information from Customers | 00:01:00 | ||
| FTC Guidelines | 00:02:00 | ||
| Stage 2 – Analysing Customer Data | 00:02:00 | ||
| Identifying Best Customers | 00:03:00 | ||
| Market Basket Analysis | 00:01:00 | ||
| RFM – Recency, Frequency, Monetary Value | 00:01:00 | ||
| Frequent Shopper Program | 00:03:00 | ||
| Stage 3 – Developing CRM Programs | 00:01:00 | ||
| Stage 4 – Customer Pyramid | 00:02:00 | ||
| Customer Alchemy | 00:02:00 | ||
| Dealing with Unprofitable Customers | 00:02:00 | ||
| Order Your Certificate | |||
| Order Your Certificate Now | 00:00:00 | ||
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