Diploma in Customer Relationship Management

Exceed customer satisfaction

11 weeks, one evening per week,
Start Date:
29th September 2022
Reference Code:
Normal Price:
Online: €840
On-Campus: €1195

This course is starting in September 2022. 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


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

What is a Professional Diploma?

An IBAT Professional Diploma is a focused, short duration practical course that consolidates, upskills and/or reskills learners in a professional area. They are stand-alone qualifications  that do not lead to an award on the National Framework of Qualifications (NFQ).

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

Click on ‘Enquire Now’ or ‘Apply Now’ to reserve your place or enquire more about this course.

You can also book a one to one with one of our course specialists by calling us at:  +353 1 8075 055  or emailing us at: This email address is being protected from spambots. You need JavaScript enabled to view it.

We also have flexible payment plans, please ‘Enquire Now’ or call 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.

On-Campus vs Online

You can attend lectures Online or On Campus, offering maximum flexibility with your time and how you learn.

Online Study

  • No geographic restrictions. Study wherever you are in the world
  • Lower fees and reduced costs on accommodation, transport etc
  • Flexible schedule and self-paced learning
  • Ideal for working professionals
  • Opportunity to interact with learners across the globe
  • Live sessions with mentors to address any student questions or queries
  • Access to all recorded sessions


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.