Customer Relationship Management (CRM) is a term used to describe the strategies and practices used by businesses to manage their interactions with customers and improve customer satisfaction. The goal of CRM is to build strong, long lasting relationships with customers by understanding their needs, preferences, and behaviours.

CRM systems use a variety of tools and technologies to collect and analyse customer data, including customer contact information, purchase history, and customer feedback. This data is then used to personalize interactions with customers, improve the customer experience, and create targeted marketing campaigns.

The history of CRM can be traced back to the 1980s when companies began to recognize the importance of customer satisfaction and loyalty. In the 1990s, CRM software was developed, providing companies with a way to automate and streamline customer interactions.

Since then, CRM has evolved to include social media, mobile devices, and other digital technologies. Today, CRM is an essential component of many businesses’ operations, helping to improve customer retention, increase sales, and drive revenue growth.

The rationale behind Customer Relationship Management (CRM) is to help companies better understand and meet the needs of their customers, which can lead to increased customer satisfaction, loyalty and profitability.

The business world is becoming increasingly competitive, and customers have more choices than ever before. As a result, companies need to focus on building strong relationships with their customers in order to stay ahead of the competition.

The aim of Customer Relationship Management (CRM) is to build and maintain strong, long term relationships with customers. This involves understanding customer needs and preferences, providing personalized experiences and creating a positive customer experience throughout the customer journey.

At the end of the program Learners should be able to:

1. Improve Customer Satisfaction: CRM aims to enhance customer satisfaction by providing personalized and timely responses to customer needs and requests.
2. Increase Customer Retention: CRM seeks to build long lasting relationships with customers by providing them with quality products and services and exceptional customer service. By retaining existing customers, companies can reduce costs associated with acquiring new customers and increase revenue from repeat business.
3. Enhance Customer Loyalty: CRM helps companies build customer loyalty by creating a positive customer experience and building trust with customers.
4. Improve Sales & Marketing Effectiveness: CRM can help companies target the right customers with the right message at the right time.
5. Optimize Business Processes: CRM can improve the efficiency and effectiveness of business processes such as sales, marketing, and customer service.

You will need a functional computer and internet connectivity.

Intensive 2 weeks of lectures on online platforms i.e Zoom and Google Meet.

Upon successful completion, the candidates will be awarded a certificate in Customer Relationship Management and a grade appended to the certificate. This qualification will only apply to a student who passes the final exam and completes the assignment or quizzes.

1. Introduction to Customer Relationship Management (CRM).
2. Understanding Relationships.
3. Planning and Implementing CRM Projects.
4. Creating Value for Customers.
5. Managing the customer lifecycle; customer acquisition.
6. CRM Templates/ CRM Softwares.

1. Zoom and Google Meet Online Platforms.
2. Assessments using Mulungushi E-Learning Platform.

Time: 18-19hrs Monday- Friday.

1. Assignment 30%.
2. Quizzes 10%.
3. Presentation 30%.
4. CRM Project 30%.

Mulungushi University certificate will be provided.