An important strategy for managing a company’s relationships and interactions with customers and potential customers, customer relationship management helps enhance customer confidence and company profitability.
Introduction to Customer Relationship Management is an online professional development program that will provide you with the knowledge required to establish, develop and maintain relationships with customers through effective communication and client relationship strategies.
In this online customer relationship management course, you will learn to communicate to establish customer needs and maintain a customer database. You will discover relationship building strategies and communicate establish customer needs, maintain a customer database and build and enhance business networks to achieve organisational objectives.
On completion of this course, you will feel confident to establish, develop and maintain relationships with customers for a company or organisation.
Course Structure
Unit 1 - Build client relationships and business networks
- Initiate communication with clients
- Identify client communication styles
- Establish rapport with client
- Non-verbal communication
- Verbal communication
- Investigate opportunities
- Positive and negative feedback
- Two-way communication
- Barriers to effective communication
- Communication processes
- Business writing
- Client relationship strategies
- Client loyalty objectives
- New clients versus repeat business
- Strategic view
- Define the objectives
- Client profile information
- Profiling
- Loyalty strategies
- Accurate product descriptions
- Complaint resolutions
- Stock and deliveries
- Telephone answering times
- Indicators
- Maintain customer relationships
- Ongoing client feedback
- Assessments and questionnaires
- Interviews
- Focus groups
- Feedback forms
- Problems with feedback
- Effective data
- Using feedback data
- Build and maintain networks
- Maintain business contacts
- Business associations
- Professional development activities
- Establish network support
- Channels to exchange information
- Written correspondence
Unit 2 - Develop and nurture relationships
- Develop professional relationships
- Conduct dealings with clients
- Social, business and ethical standards
- Confidentiality and disclosure
- Adjusting styles and methods
- Self-knowledge and the Johari window
- Build business networks
- Protocols
- Using business networks
- Expand and enhance the organisation
- Nurturing relationships
- Build on referral business
- Identify referral needs
- Complementary sales techniques
- Cross-selling and up-selling
- SPACED benefits
- Referring information and ideas
Study Hours
Estimated duration 30 Hours
Course Delivery and Start
Start anytime, self-paced and 100% Online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
Great course and easy to use materials and online assessments. Thank you
J. Romeo, Hope Valley, SA | Introduction to Customer Relationship Management
Course materials were clearly outlined and relevant. Assessment tasks were quick and I understood what was expected. Course tutors were friendly and approachable.
Kim | Melbourne, VIC | Introduction to Customer Relationship Management
The process and the content was informative and interesting.
There was help when I needed it and communication was excellent
Shelley | Seven Mile Beach, TAS | Introduction to Customer Relationship Management
About Us
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrol Online: Enrol Now
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Enrol via Purchase Order/Tax Invoice
Enrolling Multiple Staff?
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
- Customer Relationship Manager
- Client Relationship Manager
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