Training on Customer Relationship Management (CRM) Systems
Master Customer Relationship Management (CRM) systems. Learn to leverage CRM technology to improve customer interactions, streamline sales processes, and enhance customer satisfaction.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Intermediate
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
Customer relationship management or CRM is a way to manage an organisation’s interaction with its current and potential customers. CRM utilises data analysis about the customers’ history with an organisation to enhance business relationships with customers, mainly focusing on customer retention and eventually driving sales growth.
An essential aspect of the Customer relationship management approach is the systems of CRM that gather data from a range of diverse communication channels, including over the phone, a company’s website, live chat, email, marketing materials and social media. Through the Customer relationship management plan and the systems used to aid it, organisations learn more about their target customers and how to best cater to their needs.
A company is able to cater the needs and demands of new and loyal customers through customer relationship management (CRM). This approach consists of several analyses and strategies that delve deep into the activities of the customer with the company. Through CRM technology, companies become successful in satisfying their customers.
Duration
5 Days
Who Should Attend?
- Sales representatives
- Marketing professionals
- Customer service representatives
- Business development managers
- IT professionals
- Anyone involved in customer interaction and relationship management
What you'll walk away with
By the end of this course, participants will:
- Understand the key components and benefits of CRM systems
- Evaluate and select the right CRM system for their organization
- Implement a CRM system effectively
- Customize and configure a CRM system to meet specific business needs
- Utilize CRM features for sales, marketing, and customer service
- Measure and analyze CRM performance
What we cover, module by module
Module 1: Introduction to CRM Tools
- Overview of popular CRM tools and platforms
- Key functionalities and features of CRM systems
- Role of CRM in customer relationship management
- How CRM tools improve customer service efficiency
- Case Study: Choosing the right CRM system for a growing business
Module 2: Using CRM to Track Customer Interactions
- Recording and tracking customer interactions in CRM
- Automating customer follow-ups and communications
- Utilizing CRM for customer feedback management
- Managing customer accounts and histories
- Case Study: Improving customer follow-ups using CRM automation
Module 3: Analyzing CRM Data for Customer Insights
- Gathering customer data through CRM
- Using data analytics to understand customer behavior
- Identifying customer pain points through CRM data
- Leveraging CRM data to improve service and retention
- Case Study: Analyzing CRM data to enhance customer satisfaction
Module 4: CRM for Sales and Service Alignment
- Integrating CRM systems between sales and service teams
- Using CRM to track leads and customer journeys
- Collaboration between sales and service through CRM tools
- Managing cross-departmental workflows with CRM
- Case Study: Aligning sales and service strategies through CRM integration
Module 5: Customizing CRM Tools for Business Needs
- Customizing CRM systems to fit business requirements
- Setting up CRM dashboards for better reporting
- CRM workflow automation for operational efficiency
- Continuous improvement through CRM customization
- Case Study: Tailoring CRM systems for a retail chain
Where the change lands
Organizational Impact:
-
Stronger customer retention and loyalty
-
Improved efficiency in managing customer data and interactions
-
Better alignment of sales, marketing, and service functions
-
Increased sales growth and competitive advantage
Individual Impact:
-
Enhanced skills in using CRM systems and tools
-
Ability to analyze customer data for better decision-making
-
Improved customer engagement and relationship management
-
Increased confidence in delivering personalized customer experiences
Dates and locations
Upcoming intakes
Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.
| City | Starts | Ends | Delivery | Book |
|---|---|---|---|---|
NakuruNext | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kigali | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Accra | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kisumu | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Johannesburg | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Dakar | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
- NakuruNext
20 Jul → 24 Jul·In-Person
Book this intake - Kigali
20 Jul → 24 Jul·In-Person
Book this intake - Accra
20 Jul → 24 Jul·In-Person
Book this intake - Kisumu
27 Jul → 31 Jul·In-Person
Book this intake - Johannesburg
27 Jul → 31 Jul·In-Person
Book this intake - Dakar
27 Jul → 31 Jul·In-Person
Book this intake
Common questions.
Still not sure? Send us a note and a facilitator will get back to you within a business day.
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Course finder
Find the right course for you
Prefer to talk it through? Send us an enquiry and a facilitator will scope a fit within a business day.
For corporate teams
Training 10+ professionals?
We deliver Training on Customer Relationship Management (CRM) Systems in-house at your offices, at a venue we arrange, or fully virtual. Customise the curriculum against your KPIs, and get a bespoke price for the cohort size you need.