Diploma in Customer Relationship Management

Drive consumer loyalty and repeat business with CRM

Duration:
11 weeks, part-time, one evening per week, 6.30-9.30pm
Start Date:
27th of February
Days:
Thursday
Qualification:
IBAT
Reference Code:
IPI0MKT01
Price:
€1,195

This topical and innovative course is starting in September 2019. Apply now!

Apply now to reserve your place!

Why Customer Relationship Management?

Customer relationship management (CRM) systems have become essential in modern business and marketing. A CRM embodies the practices and strategies needed to manage and analyse customer (and potential customer) activities and related data through the customer lifecycle. A well-managed CRM can have very positive impacts on customer relationships, driving loyalty and retention and thereby sales increases. A key aspect of CRM technologies is data analytics. Customer data can be collected across multiple sources as the customer interacts with the organisation. This can be analysed to build robust personas and predict future trends.

Course Overview

The programme aims to provide insight into the many features and functions of customer relationship management theories and practices.  You will learn how best to manage customers and their needs and expectations, ensuring there is a genuine relationship built up with a customer base.  The programme includes several hands-on sessions learning how to use Salesforce CRM.  Salesforce has revolutionised the CRM market, being the first organisation to realise the benefits in properly configured and managed CRM systems.  They continue to lead the market in innovating with their CRM offerings.  The programme allows for an opportunity to complete some Salesforce Trailhead Badges.

Course Content

  • Customers and their management (customer lifecycle, segmentation and targeting, defining buyer personas)
  • Definition and characteristics of modern CRM (comparison with traditional CRM, combining marketing / sales / operations, combining strategic / operational / analytical CRM).
  • Relationships with customers (loyalty and retention)
  • Inbound marketing (lead management, converting opportunities into leads)
  • Social CRM (social media platforms, social reach and measurement)
  • Data & Analytics (capturing and tracking data and data flows, predictive and exploratory analytics, presenting data, data privacy issues)
  • Salesforce Trailheads
  • Salesforce CRM
    • Getting started with Salesforce CRM
    • Accounts & Contacts for Salesforce
    • Leads & Opportunities
    • Reports & Dashboards
    • Chatter Administration
  • Salesforce CRM Analytics
    • Data Management
    • Analytics Basics
    • Analytics Dashboard Navigation
    • Desktop Analytics Exploration
    • Mobile Analytics Exploration

Assessment

The programme is assessed entirely by coursework.  There is no formal exam.

Why IBAT College?

Career Potential
Maximise your career potential as you remain working while obtaining a professionally relevant, career enhancing, qualification at the same time.

Excellent Lecturing Staff
Learn from friendly and highly qualified academic staff, with industry experience, in small class-sizes, and guest lecturers who are experts in their fields.

Student Experience
Being part of a culturally diverse student nationality mix at IBAT College Dublin, with learners from over 30 different countries, gives you the opportunity to learn culturally different working methods first-hand, and the fundamentals to succeed in a globally connected network once you graduate.

City Centre Location
With our campus located in Dublin city centre, in Temple Bar, you are close to all major transport hubs making it easy to attend classes in between work and home.

Programme Material
Printed course notes are supplied for the first lecture. All subsequent notes are then available to download/view/print through the student virtual learning (Moodle) platform.

Career Opportunities

Students who successfully complete the Diploma can consider related IBAT College Diplomas (Diploma in Sales and Marketing, and Salesforce Business Practitioner).

Entry Requirements

Students who successfully complete the Diploma can consider related IBAT College Diplomas (Diploma in Sales and Marketing, and Salesforce Business Practitioner). 

How to Apply

Don’t miss out because you’re unsure.

You can contact or apply to us directly using the the "Contact Us" or "Apply Online" options below, this will reserve your place and also give us the key details to start your application, a member of our admissions team will then contact you with further details, or alternatively you can simply "Ask us a Question" using the form below.

You can also "Book a One-to-One" with one of our course specialists who will provide you with additional guidance on your application, you can set up a meeting by:

  • Calling us at:  +353 1 8075 055 
  • Email us at:  This email address is being protected from spambots. You need JavaScript enabled to view it.   

We also have flexible payment plans, please contact us to discuss your options or visit the college anytime and our course specialists will be more than willing to discuss any queries you may have.

We look forward to meeting you.

Apply now to reserve your place.

Contact us and one of our course specialists will be able to speak to you one-on-one about your needs by phone, email or in person.

Question? Ask us.

Discuss your needs with one of our course specialists.

Student Benefits

Discover the additional support services and facilities we have to help you thrive; from IT Labs, a Career Service, Networking Evenings and more..

Part-time Courses

IBAT offer a range of part time courses in the areas of Business, Management, Marketing, Finance and ICT.

Take the first step

Contact us and one of our course specialists will be able to speak to you one-on-one about your needs by phone, email or in person.