London Institute of Business & Technology

CRM Strategies in Business Development

Turn Customer Relationships into Strategic Assets

Businesses that effectively leverage CRM see a 29% increase in sales and 34% improvement in customer satisfaction.

The Challenge

Many organisations collect customer data but fail to translate it into meaningful engagement strategies that drive loyalty and revenue.

The Solution

Increase customer lifetime value and retention rates by implementing strategic CRM practices across the organisation.

Programme Overview

CRM strategy development, customer engagement frameworks, data-driven decision-making, customer lifecycle management, and retention strategies.

Who This Is For

CRM Manager
Business Development Manager
Sales Manager
Customer Success Manager

What You'll Achieve

  • Understand fundamental customer relation management (CRM) concepts and goals for sustainable business development
  • Understand the relevant processes and cycle of CRM and can apply the CRM process and cycle to interact with customers effectively
  • Develop CRM strategic planning skills and evaluate service quality and CRM policies
  • Utilise the new trends in CRM, including automation, internet-based CRM, and e-commerce

Programme Sessions

5-Day Certification Programme

Covers: Definition and Explanation of CRM, Goals and Objectives of CRM, Enhancing Customer Experiences and Satisfaction

Topics covered:

  • L1.1

    Definition and Explanation of CRM

  • L1.2

    Goals and Objectives of CRM

  • L1.3

    Enhancing Customer Experiences and Satisfaction

Covers: Overview of CRM Processes and Cycle, Customer Acquisition, Retention, and Development, Customer Analysis and Segmentation

Topics covered:

  • L2.1

    Overview of CRM Processes and Cycle

  • L2.2

    Customer Acquisition, Retention, and Development

  • L2.3

    Customer Analysis and Segmentation

Covers: Communication Skills for CRM, Customer Service Skills for CRM, CRM Tools and Technologies for Effective Interaction

Topics covered:

  • L3.1

    Communication Skills for CRM

  • L3.2

    Customer Service Skills for CRM

  • L3.3

    CRM Tools and Technologies for Effective Interaction

Covers: The Importance of Strategic Planning in CRM, Evaluating Service Quality in CRM, Developing Effective CRM Policies and Procedures

Topics covered:

  • L4.1

    The Importance of Strategic Planning in CRM

  • L4.2

    Evaluating Service Quality in CRM

  • L4.3

    Developing Effective CRM Policies and Procedures

Covers: Automation and Its Role in CRM, Internet-based CRM and Its Benefits, E-commerce and Its Impact on CRM

Topics covered:

  • L5.1

    Automation and Its Role in CRM

  • L5.2

    Internet-based CRM and Its Benefits

  • L5.3

    E-commerce and Its Impact on CRM

Covers: Understanding the Importance of Data in CRM, Data Collection, Analysis, and Management, Personalization and Customization of CRM Based on Customer Data

Topics covered:

  • L6.1

    Understanding the Importance of Data in CRM

  • L6.2

    Data Collection, Analysis, and Management

  • L6.3

    Personalization and Customization of CRM Based on Customer Data

Covers: Steps Involved in Implementing CRM, Challenges and Risks Associated with CRM implementation, Maintenance and Continuous Improvement of CRM Processes and Systems

Topics covered:

  • L7.1

    Steps Involved in Implementing CRM

  • L7.2

    Challenges and Risks Associated with CRM implementation

  • L7.3

    Maintenance and Continuous Improvement of CRM Processes and Systems

Competencies Developed

Understand fundamental customer relation management (CRM) concepts and goals for sustainable business development

Explain the definitions and concepts of CRM and fundamental concepts of CRM

Demonstrate the capability to identify essential components in CRM; Identify customer touchpoints based on the CRM concepts

Understand the relevant processes and cycle of CRM and can apply the CRM process and cycle to interact with customers effectively

Explore the relevant theories and concepts of the CRM process and cycle

Design and plan a CRM plan based on the CRM process and cycle; Analyse and apply the CRM process and cycle to improve customer satisfaction and business development

Develop CRM strategic planning skills and evaluate service quality and CRM policies

Develop skills in CRM strategic planning

Assess and evaluate the service quality of CRM policies; Compare and contrast different frameworks for CRM implementation

Utilise the new trends in CRM, including automation, internet-based CRM, and e-commerce

Explore the opportunities in applying automation in CRM for business development

Compare and contrast and determine the values of the current e-business channels; Create and suggest a CRM-based plan for business development

What Our Students Say

Hear from students who have completed this programme

Featured

“The MBA programme at LIBT transformed my career. The flexible learning approach allowed me to balance work and studies effectively. The practical focus of the curriculum meant I could immediately apply new concepts at work. Highly recommended for working professionals!”

S

Sarah Johnson

Marketing Director, Tech Innovations Ltd

MBA in Strategic Management

Featured

“LIBT's Project Management programme exceeded my expectations. The tutors brought real industry experience to every session. I gained not just theoretical knowledge but practical skills that helped me secure a promotion within months of completing the course.”

M

Michael Chen

Senior Project Manager, Global Consulting Group

MSc Project Management

Featured

“The CIPD qualification from LIBT opened so many doors for me. The blend of online learning and practical workshops was perfect. The support from academic staff was outstanding throughout my studies.”

P

Priya Patel

HR Manager, Financial Services Corp

CIPD Level 7

Featured

“The CMI qualification helped me transition from team leader to operations manager. The programme was practical and relevant. I could see improvements in my management style almost immediately.”

L

Lisa Martinez

Operations Manager, Logistics Partners

CMI Level 5 Management

Featured

“The entrepreneurship track within the MBA gave me the skills and confidence to launch my own business. The mentorship from experienced entrepreneurs was incredibly valuable.”

T

Thomas Anderson

Entrepreneur, Tech Startup Founder

MBA Entrepreneurship

Featured

“The Data Analytics programme gave me hands-on experience with tools like Python, SQL, and Tableau. The project-based learning approach was perfect for building a strong portfolio.”

N

Nina Kowalski

Data Analyst, Fintech Startup

Data Analytics Certificate

“As someone transitioning into IT leadership, this programme gave me exactly what I needed. The curriculum covered both technical and management aspects. The networking opportunities with fellow students were invaluable.”

J

James Williams

IT Director, Healthcare Solutions

MSc in Information Technology

“Starting my career with a degree from LIBT was the best decision. The programme provided a solid foundation in business principles. The career support team helped me land my first job before I even graduated.”

E

Emma Thompson

Business Analyst, Retail Holdings PLC

BA Business Administration

“LIBT's ACCA programme was challenging but incredibly rewarding. The pass rates speak for themselves. The exam preparation support and study materials were top-notch.”

D

David Okonkwo

Finance Manager, Manufacturing International

ACCA Qualification

“The Digital Marketing Diploma gave me cutting-edge skills in SEO, social media, and analytics. The course content was current and industry-relevant. Great value for the investment.”

A

Ahmed Hassan

Digital Marketing Specialist, Creative Agency London

Digital Marketing Diploma

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Key Information

Duration5 Days (40h)
DeliveryHybrid
Pass Threshold40%
Awarding BodyLondon Institute of Business and Technology

Fees & Payment

Best Value

Pay in Full

£1,200

Ready to Enrol?

Take the next step in your career. Apply now or speak to our admissions team.

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Programme Brochure

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