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| Qualifications |
Diploma in Customer Relationship Management
Course Structure
Credit Value |
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| Compulsory | ||
0.5 |
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0.5 |
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1.0 |
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| Optional - choose 1 from | ||
1.0 |
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1.0 |
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Customer Relationship Management - Credit Value: 0.5
- Concepts and Context of CRM
- Understanding Customers
- Information Gathering, Collation, Analysis and Evaluation
- Managing Customer Relationships
- Developing CRM Strategy
Financial Services Sales Management - Credit Value: 0.5
- Managing the Sales Team
- Sales Forecasting
- The Sales Environment
- Training and Coaching
- Performance Measurement
- The Sales Interview
- Managing Customer Relationships
- Complaint Handling and Service Recovery
Marketing Financial Services - Credit Value: 1.0
- The Role of Marketing
- Understanding Customers
- Managing Marketing
- Marketing Mix Decisions
- Bankers as Retailers
- Service Quality
- International Marketing
- Branding
- The Internet and Technology
Retail Banking - Credit Value: 1.0
- Money Transmission
- Savings and Investment
- Other Bank Services
- Customer-Banker Relationship
- Advances to Customers
- Mortgage Lending
- Securities for Advances
- Diligence and Bankruptcy
Business Banking - Credit Value: 1.0
- The Canons of Lending
- Security
- Control of Advances
- Assessing Customer Needs
- Sources of Finance
- When Things Go Wrong
- Diligence and Bankruptcy
